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E-Commerce Manager

Employer
University of Colorado Boulder
Location
Boulder, CO

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Employment Type
Full Time
Institution Type
Four-Year Institution
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Requisition Number:

38944Location:

Boulder, CO Employment Type:

University StaffSchedule:

Full-TimePosting Close Date:

16-May-2022Date Posted:

02-May-2022 Close All Job SummaryThis position serves primarily as the Manager of the E-Commerce department. This position supports The Order Fulfillment department, the Web Product department, Shipping and Monsoon departments.
This position manages and trains both student and professional staff, and creates policies and procedures for Order Fulfillment, Web Products and Shipping. The position creates labor budgets for these departments, schedules hours, and trains all front-line staff.
Position is responsible for all order fulfillment at the CU Book Store. Position is responsible for disposition of all CU Book Store assets resulting from store’s in-store rental program as well as other online sales both on the official CU Book Store web site and 3rd party web sites like Amazon.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities. Who We AreThe CU Book Store, owned and operated by the University of Colorado Boulder is your official store for CU merchandise. By shopping at the store that caters to the special needs of a university community, your dollars stay on campus to further the work of this nationally recognized institution.
The CU Book Store offers a convenient place for students to prepare for classes with a large textbook department featuring rental, used and new textbooks as well as custom published materials and required course supplies. You can also find a full range of office products and school supplies to support your academic and professional pursuits.
Past, present and future students, as well as CU fans of all ages, will enjoy shopping the largest custom selection of official CU insignia clothing and gifts on display in our clothing and gift department. You can also shop online anytime and have those special items delivered right to your door!
Computer novices to techies will find what they are looking for in the technology department of the CU Book Store. We understand the academic needs and facility restrictions at CU and are happy to help you select the appropriate hardware, software and accessories that will enhance your efforts. Special academic pricing is available on laptop and personal computer systems and software licenses. Computer accessories are displayed here to help you get connected now!What Your Key Responsibilities Will BeOrder Fulfillment Management:
  • This position is responsible for managing the Order Fulfillment Team and making sure all tasks are completed in accordance with established guidelines and procedures.
  • This position continually reviews all established guidelines and procedures, making changes as necessary to improve efficiency and customer satisfaction.
  • This position is responsible for researching and working with IT to suggest and implement improvements and enhancements to the order placement and order fulfillment systems.
  • This position is responsible for developing and enforcing OF performance metrics.
  • This position is responsible for generating and disseminating order placement and fulfillment forecasts for each fiscal year, using this information to accurately staff and supply the OF department.
  • This position is responsible for managing the submission and follow-up of detailed Service Requests for any issues encountered in the Order Fulfillment VR module, as well as the eRatex Pre-Order module.
Web Product Management:
  • This position is responsible for managing the Web Product Team and making sure all tasks are completed in accordance with established guidelines and procedures.
  • This position continually reviews all established guidelines and procedures, making changes as necessary to improve efficiency and customer satisfaction.
  • This position is responsible for researching and working with IT to suggest and implement improvements and enhancements to cubookstore.com.
  • This position is responsible for the development and enforcement of service guidelines.
  • This position is responsible for the development and enforcement of Web Product Team performance metrics.
  • This position is responsible for working with the buyers to generate and disseminate Web Product forecasts for each fiscal year, using this information to accurately staff the Web Product department.
  • This position is responsible for the managing the submission and follow-up of detailed Service Requests for any issues encountered on the cubookstore.com website.
Staff and Student Employee Management:
  • This position is responsible for managing 2+ University Staff positions, 20+ student employees and up to 60 temporary employees.
  • This position is responsible for hiring, reviewing, coaching and disciplining all direct reports.
  • This position is responsible for submitting time sheets and approving leave for all direct reports.
  • This position is responsible for assigning tasks and projects and seeing that those tasks and projects are completed.
  • This position is responsible for managing the scheduling of all direct reports.
  • This position is responsible for creating, following and modifying, as needed, a detailed labor budget for each individual area managed.
  • This position is also responsible for managing the creation and administration of all training procedures to direct reports.
  • This position is responsible for opening and/or closing of store and working late nights during our busy times of year.
Customer Service Management:
  • This position is responsible for working with other Book Store management on the creation of all customer service procedures and guidelines and ensuring they are applied correctly in order to assist customers with any issue that may arise, either in-person, over the phone, via email or on our Live Chat application.
  • This position is responsible for assisting student employees in correctly applying our customer service guidelines in any given situation as well as taking, and resolving, escalated customer service issues.
  • This position is responsible for managing the daily Live Chat operation – making sure there is sufficient coverage at all times.
  • This position is responsible for managing all aspects of Amazon Customer Service.
  • This position will ensure all Amazon customer service issues are dealt with within the designated Amazon service window and that the resolution falls within our established Amazon Customer Service Guidelines.
  • This position will monitor our Amazon Account Metrics daily, ensuring all fall within Amazon’s allowed ranges.
Monsoon Management:
  • This position is responsible for managing the Monsoon Team and making sure all tasks are completed in accordance with established guidelines and procedures.
  • This position continually reviews all established guidelines and procedures, making changes as necessary to improve efficiency and customer satisfaction.
  • This position is responsible for developing and enforcing Monsoon performance metrics.
  • This position is responsible for generating and disseminating Monsoon order placement and fulfillment forecasts for each fiscal year, using this information to accurately staff and supply the Monsoon department.
  • This position is responsible for the management of in-store bi-annual Sell Back events, coordinating all details with the company running the Sell Back and disseminating necessary information to all involved parties.
  • This position is also responsible for coordinating beginning of semester Sell Back events.
  • This position is responsible for the disposal of all returned Rentals Books through Monsoon and other Book Wholesalers, while working with the Academic Resource department to identify titles likely to be used at CU in future semesters.
  • This position is responsible for managing the Rental Return process, including the intake of all rental books, as well as the cleaning and sorting of all rental books.
Shipping Management:
  • This position is responsible for managing the Shipping Team and making sure all tasks are completed in accordance with established guidelines and procedures.
  • This position continually reviews all established guidelines and procedures, making changes as necessary to improve efficiency and customer satisfaction.
  • This position is responsible for researching and working with IT to suggest and implement improvements and enhancements to the shipping systems.
  • This position is responsible for researching and implementing new shipping and packaging methods, negotiating with vendors to get the best pricing possible.
  • This position is responsible for generating and disseminating shipment forecasts for each fiscal year, using this information to accurately staff and supply the shipping department.
  • This position is responsible for managing the receiving area in the Book Store, working with buyers and departments to bring in and move out their goods and fixtures.
  • This position is responsible for space management within the Shipping and Receiving areas, working with all interested parties to develop, disseminate and enforce space plans throughout the year.
Other Duties and Projects as AssignedWhat You Should Know
  • All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.
  • The work schedule is primarily in person.
What We Can Offer
  • The salary range for this position is $48,000-$58,000.
Benefits The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder. Be StatementsBe challenged. Be inspired. Be Boulder.What We Require
  • A Bachelor’s degree, 3+years of retail experience, 1+ year of supervisory experience.
What We Would Like You To Have
  • 3+ years of supervisory experience.
Special InstructionsTo apply, please submit the following materials:
1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by May 16, 2022, for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.Posting Contact InformationPosting Contact Name: Boulder Campus Human Resources

Posting Contact Email: [email protected]

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