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Customer Service Manager – Course Materials

April 10 2018
Industries Education, Training
Categories Marketing, Communications, Public Relations, Transport, Logistics, Supply Chain, Purchasing, Retail, Retail, Merchandise Management - Purchasing, Store Operations - Management, Supply Chain - Distribution - Logistics
Toronto, ON

Want to work with Canada's premier campus retailer?

Then, come and join our incredible Retail team!

Here's our Current Opening:           

Position:                                  Customer Service Manager – Course Materials

Reports To:                              Vice President, Retail

Number of Direct Reports:        3                                

Location:                                  Koffler Bookstore, downtown Toronto

Here's what you'll be doing ….

This is a key role for our Retail organization. In this role, you will be responsible for the growth, innovation and profitability of our course material market business. It is key that you instill a culture of high customer focus in the text book team to deliver superior degrees of customer satisfaction.  

Key Responsibilities include:

  • Actively focuses on relationship building between U of T faculty and the Bookstore to understand and support the faculty's approach and strategy towards the course materials.
  • Actively work with faculties to maximize adoption numbers and identifying any lost or missing adoptions then builds and execute strategies to win them back.
  • Actively work with faculties and students to ensure maximal sell through on course materials working together with marketing to focus the marketing message and creating a positive impact on students.
  • Oversees the ordering processes for the St. George Campus to ensure course materials are ordered, available for sale at the start of each semester. Collaborates with other campuses regarding operational processes as well as drives co-ordination for ordering, sales and marketing campaigns.
  • Works closely and collaboratively with the publishers to ensure best possible collaboration and pricing and understanding new trends on the market. Actively search and suggest better ways of working together and build good relationships. As a head of the department the manager will also be responsible, in collaboration with the VP of Retail, to negotiate the terms with the publishers for each category of course materials.
  • The Book Sales manager is the process owner for the processes related to all aspect of course material acquisition, sales and returns.   A key part of success of this role is to support the satellite stores and ensure alignment in the ways of working.
  • Ensures that the team provides exceptional service by responding to customer inquiries, and maintaining in-stock textbooks and that orders/returns are completed in a timely way to ensure inventory levels are appropriate and obsolescence is kept to a minimum. Develops new ways to improve the customer service and ensures a continuous drive towards excellence. Ensures that the team is up to date with the customer information using the best possible working methods.
  • Analyses the business and business trends and makes decision based on current market environment by clearly driving towards business growth
  • Participates in analysis, planning and budgeting of the business throughout the year as well as in the annual budgeting

Education, Qualifications and Experience:

  • University or College degree, or an equivalent education and work experience
  • At least 4 years of client service and/or retail buying experience
  • Sales & Marketing experience is considered an asset
  • Previous leadership experience: Building and leading a team is required
  • Experience in publishing, books sales and knowledge of university operations is a beneficial but not a must 

Knowledge, Skills and Attributes:

  • Strong relationship building skills
  • Drive for sales growth and innovation
  • An eye for detail and excellent analytical skills
  • Conscientious, efficient, dependable, energetic with a positive attitude
  • A team player with excellent interpersonal skills, communication and leadership qualities
  • Performs well under pressure
  • A track record of consistently achieving exceptional results
  • Above average skills with Microsoft Excel
  • A great fit with UTP core values of respect, innovation and accountability

About our Retail Team

The University of Toronto Bookstore is a vibrant, dynamic, and engaging workplace with great perks such as discounts on nearly everything we sell and the best co-workers around. We're proud to be a leader in saving students money on textbooks through innovative programs such as our rental textbook program, our great selection of used textbooks, competitive pricing on textbooks and our price match guarantee. Our line of U of T branded clothing offers students, faculty and staff great value and a wide selection of brands including Roots, Nike and Adidas.

About University of Toronto Press

Our organization is steeped in a rich history (UTP was founded in 1901) and today is Canada's leading scholarly publisher and one of North America's premier academic presses. Our authors praise us for our commitment to quality and innovation and for our ability to successfully market books both in North America and around the world. We are honoured and proud that many of our books have received a number of awards.

Through the operation of several complementary divisions, it is our mission to publish exemplary works of scholarship, and to disseminate knowledge widely for the benefit of society. In addition to publishing books, we own and publish numerous high profile scholarly journals, distribute books to a broad range of other publishers through our warehouses in Toronto and Buffalo and operate highly regarded and successful campus stores for the University of Toronto.

We operate with mutual trust, respect, and integrity. We communicate in an open, honest, sensitive, and intelligent manner. We acknowledge the diversity, dignity, and worth of all individuals and respect their competencies and contributions. We seek continuous improvement, and foster an environment that encourages creativity and inspires people to make a difference. We are committed to making UTP a great place to work and grow!

Interested in Applying?

Please send your resume with a covering letter by April 20, 2018, to: **@*******

Please indicate Customer Service Manager – Course Materials in the subject line and your salary expectations in the covering letter.

We truly thank all applicants for their interest in joining the Press, only those candidates considered for an initial interview will be contacted.

The University of Toronto Press encourages applications from all qualified candidates.  If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact Human Resources at the email above or 416.978-2239 ext. 2255.

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