Human Resources

Title: Customer Service Coordinator - Bookstore
Classification: C3
Department: Bookstore

Job Summary:
Coordinate cashiering and service desk functions and provide clerical support for the bookstore. Assist bookstore manager in organizing information, making appointments, and allocating resources.

Primary Duties & Global Responsibilities:
(Must be able to perform these duties; usually consist of more than 5% of your job.)

  • Assist customers in person and on the telephone.
  • Hire, train, schedule and supervise student and temporary cashiers and service desk employees.
  • Maintain change fund in cash drawers and supervise cashier reconciliation after each shift.
  • Supervise bookstore service desk and assist customers with returns or exchanges.
  • Greet visitors and callers for store manager. Assist, refer, or take messages as appropriate.
  • Monitor store security and notify campus safety and supervisor of suspected incidents of retail fraud.
  • Maintain student employee records: process and sign time cards, record training and payroll records, authorize and terminate students from payroll, and distribute pay checks.
  • Establish and maintain filing and record keeping systems for store manager and department.
  • Maintain department inventory of supplies, forms, stationery, etc.
  • Prepare requisitions and approve invoices for items purchased.
  • Coordinate Bookstore calendar.
  • Coordinate daily book-buy-back.
  • Monitor supply of gift cards and purchase as needed.
  • Coordinate advance textbook orders.
  • Order graduation announcements.
  • Order regalia for faculty and students.
  • Other related duties as assigned.

Secondary Duties & Responsibilities:
(Must be able to perform these duties; usually consist of less than 5% of your job.)

  • Review donation requests and allocate donations based on established criteria and in consultation with store manager.
  • Order postage stamps and maintain inventory for resale.
  • Review department telephone charges and bill employees for personal calls.
  • Schedule room reservations for department meetings.
  • Make department travel arrangements as required.
  • Perform duties associated with bookstore opening and closing and oversee entire bookstore operation on selected evenings and weekends as required by rotating schedule.
  • Minimum Required Qualifications:
  • High school graduate
  • Minimum of three years retail experience with bookstore experience and/or relevant training.
  • Demonstrated experience to successfully work under pressure and meet deadlines.
  • Demonstrated experience to successfully maintain positive interpersonal relationships.
  • Demonstrated experience to successfully operate office equipment.
  • Demonstrated experience to successfully provide quality customer service.
  • Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
  • Possess strong verbal and written communication skills.
  • Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
  • Ability to perform mathematical calculations with speed and accuracy.
  • Willingness to work flexible schedule with some evening and weekend hours.

Desired Qualifications: (Preferred in addition to required qualifications.)

  • Some college course work.
  • Higher education experience.
  • Supervisory experience.
  • Some experience in a retail shipping/receiving environment.
  • Familiarity with college store database management systems.
  • Familiarity with materials handling equipment and procedures.

Supervision Received: (Who provides supervision?)
Receives general instruction from a designated supervisor, but is generally expected to work independently.

Supervision Exercised: (Whom do you supervise?)
Hire, train, supervise, schedule and coordinate the work of student employees and may act as lead worker to other COT staff members within the department/unit/division. May participate in personnel decisions such as hiring, terminating, disciplining and evaluating of COTs, but it not the decision maker.

Revised Date: January 2002 For questions regarding employment, email Human Resources Employment Information. TDD Callers: Call Michigan Relay Center 1-800-649-3777.