Supervisor, Customer Service

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Open Date 03/21/2024 Requisition Number PRN38030B Job Title Supervisor, Customer Service Working Title Web Fulfillment Supervisor Job Grade C FLSA Code Nonexempt Patient Sensitive Job Code? No Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Day Work Schedule Summary

M-F, 40 hours per week, some late nights, weekends and holidays.

VP Area President Department 00435 - University Campus Store Location Campus City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range $17.00 - $21.00 DOE Close Date 06/21/2024 Open Until Filled No Job Summary

The University Campus Store is seeking a Web Fulfillment Supervisor to oversee the University Campus Store web fulfillment, processing, and customer care center, located within the Campus Store. This is a temporary position that is expected to end by November 15, 2024.

Under the direction of the E-Commerce Manager, this position is responsible for supervising the Store's web fulfillment and customer care center. Job duties include supervising a team of web fulfillment associates, ensuring orders are processed accurately and promptly, and maintaining high standards of customer satisfaction. The teams managed by this position include our order processing, inventory management, and customer service teams. This position will ensure seamless coordination between departments to maintain high standards of customer satisfaction. This position requires strong leadership skills, a customer centric approach, and the ability to effectively supervise cross-functional teams.

The University of Utah is the state's public flagship institution and a top-tier research university. The University Campus Store is the retail arm of the University and is consistently ranked in the top 15 of institutionally run campus stores in the nation. We serve over 40,000 students, faculty, and staff along with millions of visitors each year.

At the University Campus Store, we are dedicated to supporting the mission of the University, including its foundational values of Belonging, Campus Safety, Health and Well-Being, Sustainability, and Academic Freedom. We are dedicated to supporting these values and preparing students for lives of impact as leaders and citizens. We believe in the responsible stewardship of our intellectual, physical, and financial resources, ensuring the long‐term success and viability of the institution. We are looking for staff who can support this mission and provide a welcoming and engaging experience to the Campus Store and to University students, faculty, staff, and guests.

What does a successful candidate look like

Supervisor experience

• You will provide clear and consistent direction and support to your direct reports, plan schedules, and delegate responsibilities to achieve maximum performance.

Customer service skills

• You will listen to customer feedback (internal and external), monitor service standards, and promptly address problems.

Communication skills

• You will communicate clearly, both verbally and in writing, to your colleagues and provide direction, support, and training as needed in your areas of expertise.

Organizational skills

• You will demonstrate excellent time management skills, work well in a fast-paced environment, multitask, and keep customer priorities, staff duties, and operational processes organized.

Culture

• Through mentoring and by example, you will cultivate a supportive and inclusive work environment where all staff, customers, and visitors have a sense of belonging in the Store.

In the addition to salary, the University of Utah prides itself in our total benefit package, including but not limited to the following:

11 paid Holidays per year

14.2% employer contribution to retirement, where you pay nothing.

Free UTA public transportation pass

Basic Life Insurance provided up to $25,000.

50% tuition reduction for employee, spouse, after 6 - 12 months of employment and dependent children after 3 years of full-time employment

Health coverage options that are both affordable and allow for access to care through the University of Utah health system.

Paid parental leave (in addition to FMLA), if qualified

Professional development opportunities

Options for short-term and long-term disability insurance, supplemental life insurance, and HSA / FSA savings plans are available.

Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.

For the majority of employees, the University contributes an amount equal to 14.2% of pay to a 401(a) Retirement Plan. If you previously worked for the University and were enrolled in a Utah Retirement Systems (URS) retirement plan, Utah law requires that you be re-enrolled in the same URS plan upon rehire. If you were enrolled in a URS plan with another employer and wish to be enrolled during your University employment, you must complete the Irrevocable Election (online at https://benefits.utah.edu/retirement-plan-election/) before your first paycheck. Only employees who are residents of the United States and those holding H-1B Visas are eligible for retirement benefits.

Responsibilities

• Lead and supervise teams of web fulfillment and customer care associates, providing guidance, support, and training as needed.

• Delegate tasks and responsibilities effectively to ensure the timely processing of orders, resolution of customer inquiries, and adherence to performance targets.

• Oversee the end-to-end process of order fulfillment, including order processing, product selection, packaging, and shipping.

• Supervise customer care associates in handling customer inquiries, concerns, and complaints through various channels, including phone, email, and chat.

• Ensure timely and satisfactory resolution of customer issues, maintaining a high level of customer satisfaction and loyalty.

• Implement and enforce quality control procedures to guarantee the accuracy and condition of products being shipped.

• Conduct regular audits of fulfillment and customer service processes to identify areas for improvement and ensure compliance with company standards.

• Track key performance indicators (KPIs) related to order fulfillment and customer service, such as order accuracy, on-time delivery, response time, and customer satisfaction metrics.

• Analyze data and performance metrics to identify trends, assess departmental performance, and implement strategies for improvement.

• Continuously evaluate and streamline fulfillment and customer service processes to increase efficiency, reduce costs, and enhance the overall customer experience.

• Collaborate with cross-functional teams to implement new tools, technologies, or workflow enhancements that optimize operations and drive customer satisfaction.

Minimum Qualifications

Associate degree in a business-related field or equivalency (one year of education can be substituted for two years of related work experience); two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communication skills required.

Bachelor's degree in a business related field and cash handling experience preferred.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

• Strong understanding of order fulfillment processes, inventory management, and logistics operations.

• Excellent organizational skills with a keen attention to detail and accuracy.

• Effective communication and interpersonal skills, with the ability to collaborate across departments and levels of the organization.

• Proficiency in using inventory management software and other relevant tools.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• Demonstrated problem-solving abilities and a proactive approach to process improvement.

Type Benefited Staff Special Instructions Summary Additional Information

The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action (OEO/AA). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• Do you have a related Associate's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)

• Yes

• No

• How many years of full-time customer service experience do you have?

• Less than 1 year

• 1 year or more, but less than 2 years

• 2 years or more, but less than 4 years

• 4 years or more, but less than 6 years

• 6 years or more

• How many years of supervisory experience do you have?

• Less than 1 year

• 1 year or more, but less than 2 years

• 2 year or more, but less than 4 years

• 4 years or more, but less than 6 years

• 6 years or more

Applicant Documents

Required Documents

• Resume

Optional Documents

• Cover Letter

• Addendum to the University of Utah

• Veteran Only

• Call 801.581.2169 after submission

• Appropriate discharge document (such as a DD-214 - Member Copy 4)

• Veteran Only

• Call 801.581.2169