Supervisor, Customer Service

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

We are one of Canada’s leading comprehensive universities and a Top Employer in Hamilton-Niagara. Brock has been ranked #3 as Canada’s Best Employers and top 10 as one of Canada’s Best Employers for Diversity compiled by Forbes and Statista. We are an inclusive, welcoming community that offers a wide range of unique career opportunities.

Ignite new possibilities for your career. Break through at Brock.

Post End Date:

October 24, 2024

Applications will be accepted until 11:59 PM on the Posting End Date.

Please note: This is a fixed-term contract set to conclude in January 2026.

About the Role:

Reporting to the Associate Director, Campus Store and Printing Services, the Supervisor is responsible for supporting an engaged customer experience through overseeing the following: daily office and front house operations, student staff training and scheduling, and managing of all special pop-up event services. The Supervisor, Customer Service prepares financial reports, processes all invoices, accounts receivables, and reconciles department accounts in excess of $5M.

The Supervisor, Customer Service will:

• Supervise the daily frontline operations of Campus Store including front office and its functions and provide support to the Campus Store frontline team;
• Manage and communicate daily student task plans, outlining responsibilities and expectations of all student staff that support the priorities and needs of the business;
• Prepare reports on invoicing, receivables, sales trends;
• Act as the second point of contact for Customer Service;
• Manage popups and special events including collaborating with internal and external clients;
• Coordinate stores bi-annual inventory count and regular cycle counts, review anomalies, variations, and missing inventory;
• Oversee the implementation of excellent customer service standards;
• Lead and train in office staff in de-escalation tactics;
• Supervise and lead student staff in customer service excellence, including assigning tasks, coaching, mentoring, and motivating to develop a customer centered culture;
• Process all invoices and credit notes, including the verification of invoice accuracy, ensure payments are processed, troubleshoot, and resolve discrepancies;
• Complete the administration of all activities required for oversight of tills, preparing bank deposits, printing reports reflecting daily sales, and resolving discrepancies;
• Produce reports with key metrics in a timely manner;
• Hire, train, supervise, and create work contracts and access forms for student staff;
• Review, monitor and revise training manuals and standard operating procedures to ensure relevancy;
• Provide performance reviews and feedback to student staff members;
• Schedule students based on operational and event requirements.

Key Skills and Experience:

• Post-secondary education in a related field;
• Experience with customer service and sales;
• Supervisory experience;
• Knowledge of general office administration, including office procedures, shared drives, inventory management, and communications;
• Demonstrated ability to handle cash and other financial transactions, including deposits;
• Proficient in all MS Office applications, particularly Excel;
• Experience with cash management, financial reporting, scheduling, and supervision, performance management, and training;
• Excellent interpersonal, customer service, and communication skills;
• Ability to direct and delegate work to ensure completion and service standards are met;
• Ability to coach, support, and assist staff with all aspects of customer service and daily store operations;
• Conflict resolution and mitigation skills when dealing with upset customers;
• Strong critical thinking and decision-making skills to interpret and support complex policies and procedures;
• Ability to resolve account problems, system issues, and customer issues;
• Detail-oriented, organized, and self-motivated.

Preferred or Asset Skills:

• Experience in cash management, financial reporting, scheduling, student supervision, performance management, and training; and
• A University degree is preferred.

Salary and Total Rewards:

• Job Grade K, Salary Scale ($57,400-$98,400);
• Target Hiring Range: $57,400-