Assistant Customer Service Manager

1 week ago

Toronto, Ontario, Canada University of Toronto Press Full time
Here's what you'll be doing....

Support the Customer Service Manager in running the front-end customer service team to ensure outstanding customer service. The role will focus on the operational execution of front-of-house operations.

You will champion customer success for all retail customers; actively participate in daily store operations and provide leadership within the retail team.

As a main key holder for the store, you'll have responsibility for regular store opening and closing.
Working Hours
Normal working hours are 7.25 hours daily, 36.25 hours weekly. Rotation of weekend and evening shifts will be required. A certain amount of overtime will be required from time to time, especially during peak periods.

Key Responsibilities include:
Team Supervision

  • Recruit, train, supervise and support the eCommerce leads and part time staff; coach, lead and provide discipline and as needed; identifies key talent for future development
  • Ensure the team works timely on commercial priorities and customer enquiries
  • Drive for excellence in all parts of the fulfillment process working closely with the logistics team
  • Create staff schedules in alignment with operational needs; while managing labor hours and controllable expenses
Customer Service

  • Create and maintain Standard Operating Procedures (SOPs) for customer service tasks and workflows including logging customer interactions, issues, comments and related files using HubSpot and other tools as needed
  • Become a HubSpot super user for retail customer service
  • Customer service tasks include PointofSale (POS) processing of: refunds & exchanges, Amazon and Toronto Notes; web order pickups/reminders, rental returns, buybacks; review pending queries and update log of customer communication for online orders
  • Respond to questions/complaints relating to customer service
Evaluate eCommerce Efficiency and Processes

  • Ensure site supports secure payment methods and Payment Card Industry Data Security Standard (PCIDSS) compliance data security, implementing improvements when possible
  • Plan and implement functionality improvements to improve operational effectiveness
Operational Store Management

  • Participate in the opening and closing management rotation including weekend shifts
  • Support the Flagship Store Manager in various project as needed
  • Other related duties as assigned

Education, Qualifications, and Experience:

  • Postsecondary graduate; or equivalent education/experience
  • Four years' eCommerce experience including order fulfillment
  • Experience with web design or web development is an asset

Knowledge, Skills, and Attributes:

  • Results orientated leader with aptitude to lead change
  • Lead, coach and build teams
  • Manage multiple projects simultaneously; deliver projects on time, on budget, with mínimal supervision
  • Solid understanding of retail metrics, excellent analytical skills
  • Proficient with Microsoft Excel, Google Analytics and related resources
  • High level of creativity and innovation together with sound business knowledge to develop eCommerce initiatives
  • Energetic with a positive attitude and outstanding customer service skills
  • Knowledge of online technology platforms, Search Engine Optimization (SEO), Search Engine Marketing (SEM), social media and current eCommerce trends
  • Comfortable working in a handson, physically demanding environment
  • Netsuite experience considered an asset
  • Commitment to continuous learning
  • Values matter to you. You bring your whole self to work, and you live our values of accountability, innovation, respect, and customer focus

About our Team:


With a bookstore on each University of Toronto campus and strong online presence and eCommerce, the U of T Bookstore provides many important services and products to the university community, including textbooks, general interest books, technology products, and U of T branded clothing, school supplies, and gift products.


About University of Toronto Press:


As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change.

With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization.

With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours.

UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.

Interested in applying?

Company

University of Toronto Press

Location

Bookstore, Downtown Campus

Opening Date

Jul 20, 2023

Starting Date

Aug 01, 2023

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