Customer Experience Coordinator

Description:

Under the direction of the Manager, Campus Store Operations, the incumbent is responsible for the coordination of retail sales activities, promotions, day-to-day retail operations, and the monitoring, sharing, and identifying action items resulting from customer feedback for goods and services provided by the Campus Store.

Duties and Responsibilities:

• Cash register and accounts receivable sales while ensuring the consistent delivery of our Client Service Standards;

• The incumbent has a lead role within the Campus Store acting as the first point of contact for retail staff for complaint escalations, delegating tasks, coaching, ensuring deadlines are met, store policies are followed and store standards are maintained;

• The incumbent has sound product knowledge of all Campus Store merchandise and services and provides support to the operations Buyers and Manager, Print Services with timely feedback on their respective product lines within the Campus Store;

• Coordinates and executes orientation and sales training for all new hires in the Campus Store and the ongoing training and development of all retail staff within the Campus Store;

• Organization and coordination of internal and external sales activities and events;

• Tracking and reporting of key performance metrics based on sales analysis;

• Regular monitoring of customer feedback and Net Promoter Score, in partnership with Campus Services Marketing, to identify opportunities to improve service delivery and client experience for our customers. Actions improvements where appropriate and seeks approval for substantial changes from Manager, Campus Store Operations where necessary;

• Assists the Retail Services buyers in the coordination and execution of periodic focus groups with clients and stakeholders to obtain feedback/input on products and services being considered within the Campus Store;

• Represents the Campus Store on internal committees, at various promotional events and activities.

This position is the senior position among three full-time Sales Associate positions within the Campus Store.

Required Qualifications

• Minimum of a two (2) year diploma or equivalent in Business Management and Entrepreneurship, Business Studies, Office Administration, or other related business programs would be an asset;

• Minimum of three (3) years recent retail experience within the last five (5) years;

• Minimum two (2) years experience in a leadership capacity;

• Effective written and verbal communication skills;

• Attention to detail is required;

• Ability to provide exceptional customer service;

• A positive approach & genuine desire to be helpful to customers & co-workers;

• Ability to multi-task is a must;

• Ability to work effectively under pressure;

• Ability to work both independently and in a team environment;

• Strong problem solving skills;

• Previous experience working in a bookstore environment is an asset;

• Previous experience in an IT product sales position is an asset.

• Position is paid at payband F
• Vacancy is for P17235