The posting
Position Overview
Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.
The Experiential Learning Platform, or ELP, is an operating model that transforms the campus store into a real-world learning environment where students develop leadership, business, and career-ready skills through hands-on work experience.
The ELP Team Lead works closely with the ELP Student CEO, Department Manager(s), or Store Manager to receive, price, and stock merchandise to meet the needs of the store's customers, drive sales, and profits. Assist Team Members with completing the work within the store. Ensures all team members receive the appropriate training and education, including ongoing compliance training. Acts as leader on duty, responding to customer and team member concerns in the absence of ELP Student CEO or Store Manager, as well as opening and closing the store and ensuring all bookstore property and team members are safe and secure.
Responsibilities
- Leads the work activities of Team Members and Seasonal Team Members, including: Plans and supervises the activities of the team members in the department according to established guidelines as necessary. Ensures new and existing team members receive appropriate training that fosters success in their role. Assist customers and suggest an assortment of items based on customer interest. Ensures shelves and other displays are stocked, restocked, and maintained according to company standards. May participate in events both on and off campus. Leads and may assist team members with processing online orders, including but not limited to: Enters sales. Pulls books and merchandise and prepares same for customer pick-up or shipment. Communicates order status to customers. Performs periodic website maintenance. Ensures markup or markdowns are taken according to the schedule.
- Greets and assists customers in finding textbooks or other items in the store. Interfaces with publishers, faculty, staff, co-workers, Home Office associates, and vendors to answer routine inquiries, resolve problems and complaints, request status reports, and take book orders over the telephone. May write letters and/or memoranda to faculty and publishers.
- Responds to students, faculty, staff, alumni, publishers, and other customers' routine questions. Creates and actively participates in a Hassle-Free customer service culture, focused on solution-based selling and an exceptional customer experience.
- Key holder and responsible for opening and/or closing the store in the absence of Management. Able to act as Manager on Duty.
- Associate's degree or equivalent preferred.
- 1 -3 Years retail or customer service experience.
- Previous leadership or supervisory experience (preferred).
- Basic computer skills, which include the ability to create and save text documents and to create and send emails.
- Previous experience in a retail environment (preferred).
- Detail-oriented in performing accurate transactions.
- Self-motivated and multi-tasks with minimal supervision.
- Proactively meets both internal and external customer needs.
- Effective work methods and consistently meets commitments
- Uses sound judgment and decision-making skills.
- Effective communication skills - clear, concise, and positive.
- General computer skills.
- Willingness to work a flexible schedule, including evening and weekend hours.
- Able to consistently walk and stand; able to lift 25-50 pounds; able to move merchandise using proper equipment.
