• Lead customer‑experience strategy across TechCyte, Office Supplies, and the Service Center, ensuring service quality, responsiveness, and customer satisfaction.
• Resolve escalated or sensitive customer concerns involving retail purchases, repairs, warranties, service delivery, and vendor-related issues.
• Analyze customer feedback, operational data, and sales trends to identify opportunities for service and process improvements.
• Develop and implement customer engagement, retention, and communication strategies.
• Lead operational improvement initiatives that enhance workflow efficiency, service quality, and customer satisfaction.
• Supervise a Bookstore Specialist II, an Information Technology Support II, and an intern, including training, coaching, and performance management; assist in oversight of student technicians.
• Analyze open-to-buy projections, product trends, market conditions, and sales performance to identify opportunities and make informed purchasing decisions that directly support and achieve sales goals.
• Maintain vendor and supplier relationships, negotiate pricing, terms, promotions, and product opportunities that improve value, service, and sales performance, and evaluate competitive market offerings.
• Assign work, oversee workflow quality, train and coach staff on customer-service standards, communication, product knowledge, and operational procedures.
• Serve as Manager on Duty on a weekend and store closing rotating schedule, and contribute additional hours during peak seasons and special events.
Weekend schedules may be adjusted as appropriate to support a healthy work-life balance.