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Position Classification Description

Position Class Code / Title: N4001 / Customer Service Supervisor
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 08

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Under general supervision, oversees customer service, merchandising, inventory control, and other related activities within a defined floor area or subsidiary department of a retail operation. Schedules, coordinates, and leads the day-to-day activities of Customer Service Associates, and performs shift management duties as required.

Duties and Responsibilities

  1. Oversees, coordinates, and performs computerized cash register sales transactions and cash management.
  2. Supervises personnel which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.
  3. Provides sales coordination and problem resolution for floor customer service staff; performs direct sales and customer service as and when required.
  4. Allocates and schedules work within the area, ensuring that all floor requirements are covered during operating hours; fills in for staff as required during breaks and other absences.
  5. Monitors sales through the cash register; resolves discrepancies, prepares, reconciles, and records cash receipts for deposit, and prepares sales reports.
  6. Monitors and coordinates ordering, receipt, and return of merchandise and/or equipment; verifies invoices and billing and resolves errors and discrepancies; as appropriate, coordinates shipping and/or delivery of merchandise to customers.
  7. Oversees area stock and visual merchandising; participates in the development and implementation of on-floor sales promotion campaigns.
  8. Monitors general housekeeping cleanliness within the area; ensures that equipment and facilities remain in good repair, and that employee and customer safety standards are maintained.
  9. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 1 year of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Knowledge of cash management principles and/or procedures.
  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of mathematics.
  • Knowledge of customer service standards and procedures.
  • Ability to analyze and solve problems.
  • Ability to read, understand, follow, and enforce safety procedures.
  • Knowledge of retail shipping, receiving, and stock management methods and procedures within a higher education environment.
  • Ability to summarize and reconcile retail sales and operating statistics, and to prepare routine statistical reports.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Knowledge of retail floor sales techniques.
  • Ability to operate a computerized cash register.
  • Knowledge of employee recruitment and employment principles.
  • Ability to foster a cooperative work environment.
  • Employee development and performance management skills.
  • Knowledge of retail advertising, sales promotion and/or visual merchandising techniques.

Working Conditions and Physical Effort

  • Moderate physical activity. Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017