Assistant Manager, Customer Resources
The primary purpose of this position is to oversee the daily operations of the Ohio University Bobcat Depot. To monitor student employee performance and efficiency. Modifies procedures and schedules to increase efficiency, manage costs and ensure exceptional customer service is provided. This position is responsible for the day-to-day operations of the Ohio University Bobcat Depot, including, but not limited to; management of Bobcat Depot student employees, OHIO ID card preparation and distribution, inventory and merchandising management of the Athens location, fulfillment of all online orders made through Bobcat Depot webpage, warehouse inventory management, as well as in-store daily back-end office operations. It is this position’s responsibility to ensure customer satisfaction, deal with customer complaints/inquiries, and resolve any customer service issues directly related to the Bobcat Depot. Conducts staff training to
ensure employees properly follow health and safety precautions. Advises supervisor on any location needs and provides valuable input for department and/or operational policies.
Inventory Management: Ensures the Athens Bobcat Depot location is properly equipped to serve its customers. Responsible for ordering of technology and retail inventory through Bobcat Buy (various vendors), Pepsi, and Hackney, as well as on campus meetings with clothing vendors. Accountable for ensuring that merchandise is stocked in store, labeled and priced accordingly and entered into POS System, as well as fulfilling any special orders for customers on items that may be out of stock or customized requests. Responsible for Apple weekly store’s inventory. This report is submitted to Apple and is a requirement for maintaining OU’s Apple Campus Store. Responsible for creating and receiving PO’s through GM (Inventory Management System) with all inventory orders. Responsible for completing a monthly inventory count for this location. Advises management on store needs or changes in policies or procedures that are recommended.
Oversees daily store operations for Bobcat Depot: Supervises and coordinates Bobcat Depot student employees. Hires, trains, schedules, evaluates, and manages the work of these employees. Responsibilities include; timesheet approval, store scheduling, hiring and firing, evaluations, and coordination of day-to-day store operations. Modifies store procedures when necessary to increase efficiency and enhance customer-service. Conducts student employee training to ensure all employees understand and follow store procedures (many OIT systems to learn/train: Footprints, Softcash, MBS POS System, TIM, ID Works, etc. many containing confidential information).
Directs the operations of ID card management: Responsible for overseeing the in-store creation and distribution of OHIO ID cards. Including; ensuring customers are given the correct ID card and /or badge, making sure the ID printers and computers are working properly, mailing out Regional Campus ID cards, fulfilling any phone or email ID requests, creation and printing of large ID batches such as HCOM class ID lists, UMA badges and Nursing badges.
Campus Involvement: Conduct special events to encourage campus participation with students and Faculty/Staff. Oversees National Student Day event each year to recognize student involvement and/or volunteerism within the University and Community. Responsible for creating and managing events and/or sales that are directed toward University affiliates to help recognize and encourage them to shop through a University retail unit.
Customer Service Inquiries: Responsible for responding to emails, phone calls, and footprints tickets in regards to Bobcat Depot questions, issues or inquires. Resolves complex customer service issues and responds to complaints. Supports the Division of Student Affairs (DOSA) Strategic Plan and the President’s Strategic Pathways for Ohio University’s Future by:
o Promotes an environment of equity, inclusion, social justice in the day-to-day work of Culinary Services through the identification and removal of barriers, facilitation of learning, cultivation of community and empowerment of people.
Provides and supports services and activities to student development and well-being in order to increase retention rates, academic progress and graduation rates.
Advances cultural competency at OHIO and the surrounding community through training staff and by infusing cultural competency into other training offered or managed by our team.
Collaborates with OHIO and regional partners to enhance the University’s national position as a leader in sustainability.
Minimum Qualifications - Four-year degree in the area of business, or any major with technology background in retail or equivalent years of relevant experience.
3-years experience in Tech support, customer service, retail experience, marketing, organizational skills, management, multi-tasking, starting and managing a large project.
3-years management experience
Preferred Qualification - Apple sales training online program. Must maintain Apple Product Professional training annually.
Pay Rate - Minimum of salary range is $39,506. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.