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Bookstore POS Supervisor

Department:
Retail Services
 
 
 
Effective Date: July, 2007
Grade:

USG 5

35 hr/wk

Reports to:

Bookstore Operations
Co-ordinator


General Accountability

The POS Supervisor under the direction of the Bookstore Operations Co-ordinator is accountable for providing excellent Point-of-Sale customer service in the Bookstore, accountable to the Retail Services managers for POS customer service support, and for the accuracy and integrity of  POS transactions in the Bookstore.

Nature and Scope

The incumbent reports to the Bookstore Operations Co-ordinator.  Also reporting to the Bookstore Operations co-ordinator are Customer Service Associate and E-Commerce Customer Service Associate, and approximately 6 to 12 part-time casual staff.  During peak business periods in September and January, over 60 casual (student) staff are employed in the Bookstore and the four Retail Services units. The incumbent is responsible for assisting the Bookstore Operations Co-ordinator with all aspects of customer service and making recommendations.   The Bookstore Operations Co-ordinator reports to the Director of Retail Services.

The  two categories of part-time staff in the Bookstore are POS cashiers and Floor staff.  The incumbent has primary  responsibility for supervision of the Bookstore POS cashiers and ensuring POS service stations in the  Bookstore and other Retail Services stores are staffed at all times during business hours. This responsibility may demand the incumbent to arrange for last-minute coverage to replace illnesses, co-operate with the other Retail Services units or personally provide POS support.

Retail Services is a university ancillary department  responsible for providing goods and services for students, faculty, staff, alumni and external community.  Retail Services business operations include five retail stores – Bookstore, CampusTechshop, UW Shop, Techworx and Artworx.  Functional divisions within Retail Services include Information Technology,  Accounting, Marketing, Shipping & Receiving 

The Bookstore is the largest retail business unit responsible for providing faculty coursebooks and course related materials for approximately 22,000 FTE students.  This includes on campus, distance education program and graduate studies.   The  CampusTechshop  is the designated UW higher education reseller for brand name computer vendors such as Apple, IBM,  and Toshiba , providing hardware, software, peripherals, and  certified technician services.  Under the General Merchandise Manager’s direction, the UW Shop, Techworx, and Artworx, provides insignia apparel and gift items, academic supplies, office supplies,  custom order services and  the Hood and Gown rental/sales for the university’s convocation ceremonies.

The incumbent has an excellent understanding of Retail Services products and services, Retail Services policies and procedures, and University policies that relate to ancillary services.  The incumbent is responsible for ensuring POS transactions are accurate, meet audit requirements, and any discrepancies are dealt with immediately or within the acceptable timeline.  The incumbent is responsible for approval and authorization of POS refunds and is frequently called upon to resolve problems at the Textbook Refund desk temporarily set up in the UW Shop 3 times a year. 

The incumbent hires, trains, and schedules POS casual staff, and supervision of POS casual staff in the Bookstore.  Supervises approximately two to three casual Bookstore staff during regular business periods and over 30 students at the beginning of the Fall and Winter terms for 3 weeks.  .

Supervision and training requires the incumbent to regularly monitor the POS casual staff, provide timely updates, and providing performance feedback to the casual staff.

The incumbent is a member of the POS support team responsible for troubleshooting or resolving problems.  The incumbent is scheduled on a rotational basis along with three other members of the POS support team to carry the POS Support mobile phone and answer any inquiries before directing the call to Retail Services IT

Statistical Data

Specific Accountabilities

Working Conditions