Job Description:

Major Responsibility: The Customer Service Manager is responsible for serving as a role model for all Store Sales Associates, demonstrating and reinforcing the bookstore’s core values. This leadership position will manage and schedule all Store Sales Associates and assist all Bookstore Departments in hiring employees and ensuring staffing levels meet budget plan and needs of the bookstore.

• Interview, train, onboard and develop a team of Customer Service Associates, Sales Associates, Seasonal Staff and Student Staff.

• Oversee business operations to ensure staff are delivering excellence customer service and highest degree of professionalism.

• Keeping store personnel up to date on pertinent information regarding upcoming and weekly activities and changes to policy and procedures

• Lead by example and develop effective teamwork and internal communication to meet expectations.

• Work closely with store managers schedule and coordinate weekly coverage for all departments.

• Participates in weekly workload planning meetings.

• Work closely with Director and Associate Director to determine bookstore staffing needs and training issues.

• Schedule training classes, monitor performance, complete paperwork and submit time through workday.

Major Responsibility: The Customer Service Manager is res ponsible for coaching and guiding associates to ensure we achieve our mission to provide a world-class shopping experience to our customer as well as ensuring the professional growth and development of your team of associates.

• Work closely with staff, manger and supervisors to ensure that we are appropriately staffed to the meet the needs of the customers.

• Ensuring the check out areas have all the necessary supplies to provide a successful check out.

• Ensure customers are assisted with merchandise selections on the sales floor and at checkout as needed.

• Provide hands-on leadership and operations support to meet Bookstore

• Lead as an example by supporting bookstore operations and customer service expectations.

• Communicate and resolve customer service and staff issues and or problems.

Major Responsibility: The Customer Service Manager properly informs all Sale Associates with

changes to systems, policies, and procedures. Provides staff with meaning feedback about work performance and identify opportunities for continued professional growth.

• Train and update staff on new policies and procedures

• Assist in training and developing onboarding programs for new staff on point of sale, customer service, and other basic store functions and systems.

• Identify and assess training opportunities for development of staff to improve customer service

• Develop and promote a team environment through training and coaching.

• Set and lead daily, weekly, and monthly department meetings and disseminate information to the staff.

• Communicate procedures, work and service expectations.

• Develop and coach individual staff on position and task performance responsibilities.

• Monitor performance.

Major Responsibility: Monitor cashier accuracy and shortages with close coordination with the

Director, Associate Director, Bookstore Business Office, Financial Manager and as needed and/or Department Managers.

• Assure proper security and audit trails for method of payment, sales tax, gift cards and check approvals.

• Promptly attend to or communicate issues, problems and concerns to the Associate Director and Director.

Major Responsibility: The Customer Service Manager is responsible for time keeping and

submitting payroll for all the sales associates.

• Monitor weekly processing of payroll.

• Maintain payroll budget and adherence to schedule

• Oversee Bi-weekly payroll for Bookstore through Workday system, paying particular attention to costing, vacation and sick time, as well as overtime.

Major Responsibility: The Customer Service Manager has key holder responsibilities and sole

decision making on their scheduled weekend shift. This includes opening and closing the bookstore specified and agreed upon by the Director and or/ Associate Director. While on duty, the Manger should restock, replenish and complete weekend mail orders.

• Opening and closing the bookstore on a weekly rotation with days specified by the Director

  and/or Associate Director.

• Manages the overall execution of store operations on their scheduled weekend shift.

• Attend meetings appropriate to the level of responsibility for this position including but not limited to Department meetings campus meetings, and developmental or training meetings.

• Education and Experience

• Required bachelor’s degree or equivalent combination of education and experience. 3-5 years of customer service experience.

• Supervisor experience required, and or other service lead role.

• Two to Three years of customer service experience in a high-volume retail environment.

• Must be available to work nights and weekends.

• Possess a willingness and ability to support and promote a diverse and inclusive campus community.

• Job Competencies

• Basic computer literacies including basic knowledge of Microsoft Office such as word, excel, and windows.

• Work in a fast-paced retail environment, meeting deadlines in a timely and effective manner.

• Excellent communication skills, both in writing and speaking.

• Ability to multi task in a fast-paced, high-pressure environment.

  All offers of employment are contingent upon a criminal background check. Demonstrated ability to support a community of diverse perspectives and cultures in an inclusive environment.

Benefits of Working at Brown:

Information on the Benefits of Working at Brown can be found here (https://www.brown.edu/a-z/benefits-working-brown) .

Recruiting Start Date:

2024-08-07

Job Posting Title:

Manager, Customer Service

Department:

Bookstore

Grade:

Grade 9

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

37.5

Position Work Location:

Onsite

Submission Guidelines:

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

EEO Statement:

Brown University is an E-Verify Employer.

As an EEO/AA employer (https://go.brown.edu/equal-employment-opportunity) , Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.