Customer Service Director for Retail Operations

13 hours ago

Des Plaines, Illinois, United States Oakton Community College Full time
About the Job
Oakton Community College is seeking a highly skilled Customer Service Director for Retail Operations to join its team. This role will oversee the strategic planning and daily operations of the college's bookstores, providing exceptional customer service to external and internal customers.

Key Responsibilities
* Develop and implement efficient work policies, methods, and procedures for all bookstore operations, ensuring consistency across both campuses.* Direct and coordinate bookstore information services and systems, serving as liaison to IT for POS & operations enhancements, modifications, implementation, planning, and evaluation.* Coordinate and implement operations by overseeing vendor relationships, managing inventory, and ensuring proper documentation is submitted to procurement for Banner and invoice processing.* Approve all bookstore invoices and credit memos, working with vendors, receiving clerks, and the AP department to ensure timely processing.* Cultivate relationships with stakeholders, including faculty, students, staff, administration, vendors, other educational institutions, professional associations, and special interest groups.* Provide leadership in faculty interaction and partner with academic or administrative Deans and department chairpersons to ensure course materials adoptions are provided to the bookstores on time.* Market, promote, and expand campus store offerings via social media, supporting campus speaker events, and partnering with other departments in purchasing promotional items.* Assist staff in resolving problems, answering campus questions or concerns, navigating industry changes, and textbook issues.* Use data such as sales reports, student and faculty surveys, purchasing history, etc. to make informed decisions for increased efficiency and customer satisfaction.* Ensure inventory integrity through proper receiving methods, organization, stock on hand audits, and loss prevention. Plan and lead physical inventory twice a year.* Conduct opening and closing procedures depending on shift, including cash register openings and reconciliation. Provide back-up cashiering support as needed.* Elevate store presentation through merchandising, visual displays, and frequent layout refresh. Create and advertise promotional sales events, clearance sales, and seasonal sales events using sales data to identify items and timing.* Select, train, evaluate, and supervise the work of assigned College staff and student employees. Create and implement effective work schedules based on business needs. Ensure accurate timekeeping and approve timesheets for student employees.

Requirements
* Bachelor's Degree in Business Administration, Marketing, Retail Management, or related field required; relevant experience may substitute for degree requirement on a year-for-year basis.* Three years progressively responsible, professional experience in retail, customer service, student services, or related field, including minimum two years of supervisory experience.* Position primarily based at Des Plaines campus; must be flexible and able to work closing shifts (6pm) and at Skokie campus at least once a week.* Project management experience via operations, retail, or other applicable area desirable.* Experience in developing and monitoring budgets preferred.* Ability to network and engage with the college community.* Able to work productively with diverse academic, cultural, and ethnic backgrounds of community college staff and students.

Physical Demands
* Light lifting up to 30 lbs. and light carrying up to 30 lbs. Ability to reach above shoulder. Periods of time spent sitting, standing, walking, kneeling, bending, and stooping. Mobility to move from building to building on-campus and to visit off-campus entities. Work performed in a general office environment and sedentary in nature. Little or no exposure to adverse working conditions.

Compensation
* Estimated salary range: $65,000 - $70,000 per annum, depending on qualifications and experience.

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