Co-ordinator, Book Store Operations

Department:	Bookstore - Retail Services	Effective Date:	August 25, 2010
Grade:	USG 7	Reports to:	Director, Retail Services

General Accountability

The Book Store Operations Co-ordinator is accountable to the Director of Retail Services for overseeing the Book Store’s retail operations, inventory management, staff supervision, provide excellent customer service and other functions as required to support the academic and student success mission of the university.

Nature and Scope

The incumbent works closely with the Course Materials Specialists, General Book Buyer, Courseware Co-ordinator, Marketing Co-ordinator, and other Retail Services managers to contribute to the advancement of the Book Store and Retail Services goals.

Retail Services operates five campus stores and printing services. The stores operating in SCH are the Book Store, ESmart, Waterloo Store, and Write Stuff. CampusTech is located in SLC. New Media Services includes four copy centres (Dana Porter, Davis Centre, Math & Computer, and CEIT), digital print production and fleet department copiers. The Director of Retail Services reports to the (interim) Associate Provost Student Services and Business Operations.

Retail Services mission is to provide goods and services to students, faculty, staff and alumni at the best price, quality, and customer service excellence that will enhance the academic experience at Waterloo. The incumbent will need to take initiative, be flexible, possess the ability to work closely with and lead others, and liaise effectively with a diverse customer representation.

The Book Store is responsible for provision of faculty course materials, general books, reference books, stationery, and special order services The incumbent oversees ecommerce customer service functions, courseware/ print on demand rainchecks, off-site events, and marketing initiatives.

Statistical Data

5,300 First year students annually	Average inventory $2M
26,000 Undergraduate students	Annual Revenue $10M
3,000 Graduate students	# of RUSH Part-time Staff 40
3,000 Faculty and Staff	# of F/T Book Store Staff 7

Specific Accountabilities

Direct supervision in the area of responsibility for the POS Supervisor, Customer Service Associate and Ecommerce/POD Customer Service. The incumbent is expected to effectively measure and evaluate performance and provide feedback. Hires, trains, schedules and assigns tasks for part-time student staff. Provides feedback and written performance evaluation for casual staff each term.
Co-ordinates, prepares, and plans for RUSH periods by working closely with Book Store staff, Retail Services staff and managers, and director to implement and complete the RUSH planning before the beginning of each term.
Works closely with the Course Materials Specialist and the General Books Buyer for effective inventory management including allocation of stock in the retail areas, overstock in Receiving, term switch over of inventory, and vendor chargeback returns.
Co-ordinates store merchandising, marketing, book events and information for the Book Store’s webpages in consultation with the Course Materials Specialists, General Book Buyer and RS Marketing Co-ordinator.
Responsible for implementing operational procedures and process review to ensure effective financial results, inventory turnover, customer service, and integrity of the database in WatPOS, Visual Ratex, and BookLook.Analyses daily sales reports, refund/returns reports, price overrides, and other POS discrepancies. The incumbent will consult with the POS Supervisor and address any problems immediately.
Analyses and implements controls to maintain payroll expenses within the annual budgeted allocation. Identify and prioritize when salary expenses are required or reduced to ensure operating expenses do not exceed the budget. Manages the year end inventory preparations and as the designated inventory co-ordinator for the Book Store will ensure conformance to year end count processes meet Finance’s audit requirements.
Responsible for effective fulfilment for the MAREP ecommerce sales by working closely with the MAREP faculty/staff, Retail Services Shipping/Receiving, IT and Accounting dept.
Undertaking other duties as assigned by the Director.

Working Conditions

There are many timeline pressures and much of the work requires frequent opportunity to move about. Attention to details, accuracy, and verbal communication to direct reports and co-workers is frequent. The incumbent is expected to work extended hours as required. This includes but is not limited to Saturdays, evenings, Labour Day weekend or special events. Physical effort required for stock-piling of books, pulling stock from shelves for returns or physical counts.