Store Operations Coordinator Simon Fraser University Department of Print & Retail Solutions Canada

Store Operations Coordinator

Requisition ID 2019-4058  Job Category  Retail Services  Department 6000 - Print & Retail Solutions  Job Status Regular Full-Time  Hiring Range $41,377 - $51,721




The Store Operations Co-ordinator is accountable to the Manager, Course Materials – for the day-to-day supervision & training of casual staff, providing customer support and management and operation of point of sale processes, ensuring cash control procedures are followed and ensuring the accuracy and integrity of POS transactions at all Print + Retail Solutions (P+RS) operating units. This position has primary responsibility for optimizing casual staff resources through scheduling across all P+RS and acting as the primary point of contact for all casual staff inquiries.




Effective Process Management


Accountable for the training and application of customer service & intake standards, store standards, product & service knowledge, POS policies & procedures and standard operating procedures, relating to all P+RS operating units


Analyzes availability and allocates staffing resources to support areas, optimizing resources efficiently. Schedules casual staff equitably according to availability, departmental needs, tier level and scheduling policy, using online scheduling software


Ensures casual staff salary expenses do not exceed budget


Ensures casual staff are scheduled & trained to support all P+RS operating units and events, including the arrangement of vacation & lunch coverage and last-minute coverage for illnesses or other unexpected absences.


Strong understanding of university policies as they relate to ancillary services


Approves and authorizes POS refunds including oversight of the returns processes during peak periods, ensuring audit requirements are met


Ensures accuracy and integrity of all POS transactions


Serves on the POS support team as the primary contact to troubleshoot and/or resolve POS-related issues


Ensures additional register set up is completed accurately and on time for peak periods and events,  ordering correct number of floats and ensuring each register has the necessary supplies


Advises the buying team of any needed supplies


Provides oversight for in-store pick up of web orders and holds


Maintains general understanding of e-commerce website & customer database in order to support overall customer experience


Assists with the annual year-end inventory count and related procedures


Staff Training & Development


Responsible for the hiring, training, and development processes for casual staff, including the coordination of scheduling interviews, confirming hires, adherence to orientation and ongoing training, coaching and mentorship, and performance feedback


Ensures casual staff have appropriate resources and understanding of the application of policies, procedures and standards, including adherence to transaction accuracy, integrity, customer service excellence and store standards checklists.


Provides on-going training to staff year-round


Assists with training full-time staff in the areas noted above.


Assists in the development of all casual staff training materials and updates to store operation procedures & processes.


Supervises approximately 6-12 casual P+RS staff daily, during regular business periods and over 30 students at the beginning of the Fall and Winter terms for three weeks


Provides on-site training and supervision during events


Customer Service


Commits to positive interactions with all customers, models P+RS service standards and the Basic Principles of the University of Waterloo Workplace and provides appropriate  and consistent levels of assistance


Ensures that all customer inquiries are handled in a professional, timely manner; and in cases when customers should be redirected to other staff, the incumbent will ensure that the redirection is complete and that the customer is not left without service\


Collaboration, Team Management & Event Support


Covers at other P+RS locations and at off-site/on-site events as needed.


Seasonal support of W Print & Service Desk coverage


Works closely with the IT team to ensure proper number of registers are set up, working properly and have the appropriate key caps & supplies


Works closely with the P+RS Accounting department to ensure POS policies and procedures are upheld


Provides effective communication among all teams within the department through in-depth product knowledge and strong understanding of P+RS services




College diploma in Retail Management or a related discipline


Equivalent education and/or experience will be considered


Minimum of three years progressive experience in a retail environment, preferably in an academic setting


Experience with point of sale systems and scheduling software


Excellent written and verbal communication skills


Interpersonal skills and relationship-building


Analytical and critical thinking skills


Advanced problem solving & conflict management skills


Exceptional organizational skills and customer service


Familiarity with relevant University of Waterloo policies, procedures and guidelines is preferred


Valid G driver's license required to support events


There may be unusual hours or schedules, extended weekend hours, or weekday extended hours with varying volumes of work at different times of the year


Working Labour Day weekend, peak periods at the beginning of each term and Convocation, is a requirement of this position


Some travel may be required

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