Coordinator - Retail Services

**GENERAL STATEMENT**

Reporting directly to the Manager, Bookstore, the Coordinator, Retail Services ensures and supports the effective provision of assigned retail services that support the academic mission of the college, contribute to the positive student experience, offer adequate products and services to the community and yield financial contribution. This position coordinates staff, communications and resources to assure smooth and efficient retail activities; motivates the team to increase sales, ensure efficiency, and maintain high customer service standards. Under the supervision of manager, the coordinator stays current with best practices in the industry and reacts to changing trends by creating, coordinating and evaluating efficient systems to ensure a cost-recovery operation.

**TYPICAL DUTIES**
- Anticipates and resolves customer concerns and complaints by providing appropriate solutions and alternatives within the time limits and ensures processes are in place to resolve complex and/or escalated issues, expediting correction or adjustment and following up to ensure resolution;
- In consultation with Manager oversees General Merchandise Buyer in the acquisition, control, visual merchandising and promotion of general merchandise;
- Supervises, trains and direct activities of all frontline staff and General Merchandise Buyer; contributes positively to a respectful and welcoming environment;
- Liaises with management to ensure matters related to collective agreements are handled in a consistent manner;
- Plans, organizes and coordinates workflows to maintain consistent levels of service to the internal and external clients;
- Assists in the planning and implementation of a comprehensive communications, promotional and marketing program;
- Under the supervision of the manager, coordinates the operation of store’s retail technology system, maintain fluency with technological advancements in the campus retail market, and coordinates the integration of applicable hardware and software as appropriate. Acts as main trouble-shooter for all relevant immediate hardware/software issues;
- Coordinates the fulfillment of web orders;
- Remains current with new product lines by researching the current retail trends, understanding the demands of the college community, and suggesting purchasing decisions that satisfy the changing markets and market demands;
- Takes a leadership role in frontline and online functions, business processes and changes within the Bookstore and communicates these to workgroup members;
- Prepares daily bank deposits and reconciles all floats for bookstore and campus cashier in accordance with applicable procedures; as well as petty cash/coin floats used by other college departments at Bookstore;
- Coordinates and conduct an annual physical inventory;
- Performs the duties of a Bookstore Cashier II which include but are not limited to:

- Performs bookstore cashier and campus cashier functions on Bookstore’s Point-of-Sale system and the college Colleague system; including opening and closing functions, handling and securing large volumes of transactions and cash, balancing at end of day, checking of receipts, preparing receipts for deposit; stocking product on the floor, checking packing slips/invoices;
- Performs locker and bike lock-up rental functions; using the relevant database and point-of-sale system, enters and updates customer and rental information accurately in the locker and bike lock up data base as set up by the locker coordinator; maintains strict confidentiality of student information for privacy and security;
- Performs other related duties similar in scope and complexity.

**QUALIFICATIONS**

Completion of an applied Bachelor’s degree in business (e.g.: BBA in business administration, management, marketing) and five years of relevant experience in post-secondary institutional retail services, or equivalent retail environment; of which two years is direct experience performing front service and cash-handling duties and of which three years is supervisory experience; or equivalent combination of education and experience.
- Superior people/communication skills, leadership, and relationship-building skills; to engage effectively with students, staff and faculty;
- Motivated self-starter with a proven track record of retail excellence, effective time management skills and proven accuracy & attention to detail;
- Demonstrated decision-making, organizational and planning skills, as well as ability to work within a high-paced, dynamic environment;
- Proven analytical and problem-solving skills including resourcefulness and adaptability;
- Advanced computer/technical skills, using all aspects of MS Office suite;
- Strong aptitude with online store software and workflows; familiarity with HTML and web design;
- Experience working directly with retail computerized POS systems and related computer trouble-shooting experience;
- Ability to lift and carry up to 20 pounds.

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