Assistant Customer Service Manager

Support the Customer Service Manager in running the front-end customer service team to ensure outstanding customer service. The role will focus on the operational execution of front-of-house operations. You will champion customer success for all retail customers; actively participate in daily store operations and provide leadership within the retail team. As a main key holder for the store, you’ll have responsibility for regular store opening and closing.

Working Hours
Normal working hours are 7.25 hours daily, 36.25 hours weekly. Rotation of weekend and evening shifts will be required. A certain amount of overtime will be required from time to time, especially during peak periods.

Team Supervision

• Recruit, train, supervise and support the eCommerce leads and part time staff; coach, lead and provide discipline and as needed; identifies key talent for future development
• Ensure the team works timely on commercial priorities and customer enquiries
• Drive for excellence in all parts of the fulfillment process working closely with the logistics team
• Create staff schedules in alignment with operational needs; while managing labor hours and controllable expenses

Customer Service

• Create and maintain Standard Operating Procedures (SOPs) for customer service tasks and workflows including logging customer interactions, issues, comments and related files using HubSpot and other tools as needed
• Become a HubSpot super user for retail customer service
• Customer service tasks include Point-of-Sale (POS) processing of: refunds & exchanges, Amazon and Toronto Notes; web order pickups/reminders, rental returns, buybacks; review pending queries and update log of customer communication for online orders
• Supervise emails/chats to make sure turn-around time of 24 hours
• Respond to questions/complaints relating to customer service

Evaluate eCommerce Efficiency and Processes

• Ensure site supports secure payment methods and Payment Card Industry Data Security Standard (PCIDSS) compliance data security, implementing improvements when possible
• Plan and implement functionality improvements to improve operational effectiveness

Operational Store Management

• Participate in the opening and closing management rotation including weekend shifts
• Support the Flagship Store Manager in various project as needed
• Other related duties as assigned

With a bookstore on each University of Toronto campus and strong online presence and eCommerce, the U of T Bookstore provides many important services and products to the university community, including textbooks, general interest books, technology products, and U of T branded clothing, school supplies, and gift products.

University of Toronto Press (UTP) is one of the largest university presses in North America, publishing landmark scholarship since 1901. Each year UTP releases over 200 new scholarly, course, and general interest books in both print and eBook format and over 45 journals. In addition, UTP manages the distribution for over 200 publishers and imprints in Canada, the US and around the world, with warehouses in Toronto ON and Buffalo NY. UTP also runs all of the University of Toronto Bookstores across the three main campuses, serving over 95,000 students and 15,000 faculty. For more information, please visit utorontopress.com.

As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change. With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization. With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours. UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.

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 416.978.2239 ext. 2255.

University of Toronto Press

Bookstore, Downtown Campus

Jul 20, 2023

Aug 01, 2023