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Overview
Incorporated in 1931, Montana State University Bookstore, Inc. (MSU Bookstore), is a
student-faculty owned cooperative that serves Montana State University and the surrounding Gallatin Valley.
student-faculty owned cooperative that serves Montana State University and the surrounding Gallatin Valley.
As a student-faculty owned co-op, the MSU Bookstore seeks to provide the lowest possible pricing on textbooks
for our students. This is done through rebating the excess profits of previous years’ sales back to our student owners through
aggressive textbook discounting. This ongoing mission has allowed us to be a national leader in offering competitive course material prices
to our students.
for our students. This is done through rebating the excess profits of previous years’ sales back to our student owners through
aggressive textbook discounting. This ongoing mission has allowed us to be a national leader in offering competitive course material prices
to our students.
Each MSU Bookstore employee is expected to promote an atmosphere of
courtesy and respect within the MSU Bookstore team by demonstrating positive leadership skills that build up the culture within the MSU
Bookstore. Some of these skills include such things as collaborative problem-solving, calm and inclusive speech, and practicing a teamwork
mindset over a harsh or authoritative delegation style. It is also a baseline expectation that all MSU Bookstore employees celebrate our
customers by engaging, advocating for, and contributing to the feeling of acceptance and inclusiveness for all MSU Bookstore customers and
employees.
courtesy and respect within the MSU Bookstore team by demonstrating positive leadership skills that build up the culture within the MSU
Bookstore. Some of these skills include such things as collaborative problem-solving, calm and inclusive speech, and practicing a teamwork
mindset over a harsh or authoritative delegation style. It is also a baseline expectation that all MSU Bookstore employees celebrate our
customers by engaging, advocating for, and contributing to the feeling of acceptance and inclusiveness for all MSU Bookstore customers and
employees.
Primary Purpose
As a member of the MSU Bookstore team, the
Customer Service Supervisor’s core objective is to make decisions that underscore our primary mission to drive student success through
lowering the cost of course materials for all Montana State University students.
Customer Service Supervisor’s core objective is to make decisions that underscore our primary mission to drive student success through
lowering the cost of course materials for all Montana State University students.
In
support of the MSU Bookstore mission, the Customer Service Supervisor is responsible for ensuring the daily efficient operation of the
front-of-house Cash Wrap and Customer Service Desk. This role requires strong interpersonal skills, a desire to learn, educate, and fully
embrace the mission of the MSU Bookstore and its subsidiaries.
support of the MSU Bookstore mission, the Customer Service Supervisor is responsible for ensuring the daily efficient operation of the
front-of-house Cash Wrap and Customer Service Desk. This role requires strong interpersonal skills, a desire to learn, educate, and fully
embrace the mission of the MSU Bookstore and its subsidiaries.
The Customer Service
Supervisor position is a communication-based role that requires successful interaction with Bookstore staff (including student employees),
the campus community (staff, faculty, and alumni), and the general public.
Supervisor position is a communication-based role that requires successful interaction with Bookstore staff (including student employees),
the campus community (staff, faculty, and alumni), and the general public.
This position
requires strong multi-tasking skills, the ability to solve problems in a calm and respectful manner, and the capacity to train and support
others under their general supervision.
requires strong multi-tasking skills, the ability to solve problems in a calm and respectful manner, and the capacity to train and support
others under their general supervision.
The Customer Service Supervisor position is full-time
(40-hours/week), Monday through Friday and may include seasonal weekend shifts.
(40-hours/week), Monday through Friday and may include seasonal weekend shifts.
This
position is eligible for medical, dental, vision, and supplementary benefits; paid vacation and sick leave. Other benefits include employee
discounts, Costco membership access, and professional development opportunities. Competitive wage, DOE.
position is eligible for medical, dental, vision, and supplementary benefits; paid vacation and sick leave. Other benefits include employee
discounts, Costco membership access, and professional development opportunities. Competitive wage, DOE.
Essential
Duties
-
- Responsible for overseeing the efficient operation of the customer service
and cashiering department of the MSU Bookstore. - Provides regular coaching and guidance to employees, including student workers,
assigned to the customer service and cashiering department. - Works closely with customer service desk employees and cashiers to
ensure that all daily tasks and projects including cleaning assignments are completed in a timely manner. - Resolves customer issues
in a way that upholds our mission of building strong community relationships and creating repeat patronage. - Authorizes discounts,
returns, and exchanges of merchandise and textbooks. - Requires regularly partnering with other department supervisors to support the
needs of all Bookstore departments. - Participates in the onboarding, ongoing training, and cross-training of all employees scheduled
to work at the Customer Service Desk or Cash Wrap. - Works closely with the Executive Coordinator and HR Manager to ensure that all
policies and procedures are consistently followed by all employees assigned to the Cash Wrap and Customer Service Desk. - Provides
prompt and effective retraining of cashiers and Customer Service Desk employees when issues arise. - Responsible for processing all
transactions related to scholarships, department charges, and other specialized tender types. - Maintains up-to-date knowledge of
store and campus safety procedures. - Assists with restocking and maintaining store cleanliness including vacuuming, dusting, product
“go-backs/recovery,” etc. - Participates in end-to-shift restocking and rotating of the sales floor especially after
high-traffic periods such as RUSH or special events. - Regularly operates a cash register to meet customer needs.
- Interacts
with customers in a friendly and professional manner. - Maintains knowledge and promotes products and services offered by the MSU
Bookstore and its subsidiaries, including Blank Canvas Creative. - Passes on recommendations for improved policies or procedures to
the Executive Coordinator and HR Manager for review. - Regularly checks and utilizes the Microsoft Teams platform including
communication streams, calendars, and procedural updates. - Practices strict confidentiality relating to all student (FERPA),
employee, customer, Bookstore, University, and financial data. - Participates in store opening and closing shift rotation.
- Required to participate in physical annual inventory, seasonal events, and stadium shifts.
- Other duties as assigned.
- Responsible for overseeing the efficient operation of the customer service
Position Requirements
-
- High school diploma, or equivalent.
- 3-5 years customer service experience.
- 2-3 years cash handling experience.
- 1-year minimum office experience.
- 1-year minimum experience operating office equipment, including computer.
- Microsoft Office 365 experience required.
- Strong communication
Preferred Experience
-
- Experience using Oracle NetSuite NSPOS software or other similar POS systems.
- Experience working in a college bookstore or
other high-traffic retail environment.
Working Conditions
-
- May require lifting up to 50 pounds regularly
- Role requires standing for long periods of time during shift
- Requires a
variety of repetitive motions including squatting, bending, gripping, and kneeling. - Regular communication
Knowledge, Skills and Abilities (KSAs):
-
- Excellent customer service skills,
along with excellent interpersonal, written, phone and e-mail communication skills, including the ability to work with diverse
populations. - Intermediate working skills of word processing, spreadsheets, email, and database applications, typically within the
Microsoft Office Suite. - Detail-oriented with the ability to be flexible, manage multiple tasks and shifting priorities, work under
pressure and meet deadlines. - Ability to work independently, be self-directed and work as a member of a team.
- Develops
positive relationships and a positive image of the store with the campus and the community to best serve the needs of the students, faculty,
staff, and community.
- Excellent customer service skills,
