Director of Customer Service & Operations

Human Kinetics; Champaign (IL); On-site; USD 64,000 - 82,000; Full time

Job summary

Human Kinetics in Champaign, IL is seeking a Director of Customer Service to oversee all aspects of the department, including order entry, inquiries, and credits, and to supervise staff. They will implement policies, analyze processes, and drive improvements to customer experience, reporting to management.

The role requires strong leadership and a data-driven approach to optimize service operations. The position emphasizes collaboration with other divisions, accountability for performance, and a

Qualifications

• Bachelor's degree or equivalent work experience.
• 3-8 years' supervisory experience or leadership role.
• 3-8 years’ experience in customer service/order entry.
• 5-8 years’ experience in customer service/order entry.

Responsibilities

• Oversee daily operations of the Customer Service department.
• Develop and write departmental process instructions.
• Coordinate staff hiring, training, and performance.
• Prepare monthly and ad hoc reports on orders, calls, and inquiries.
• Suggest process improvements and participate in projects.

Skills

ERP software

Excel

Communication

Leadership

Education

Bachelor’s degree or equivalent

Tools

Microsoft Word

Microsoft Outlook

Job description

Human Kinetics in Champaign, IL is seeking a Director of Customer Service to oversee all aspects of the department, including order entry, inquiries, and credits, and to supervise staff. They will implement policies, analyze processes, and drive improvements to customer experience, reporting to management.

The role requires strong leadership and a data-driven approach to optimize service operations. The position emphasizes collaboration with other divisions, accountability for performance, and a