Professional Expert: Bookstore Coordinator

Overview

BASIC FUNCTION: Under direction of an assigned supervisor, assist faculty, staff, and students with bookstore coordination. Assist with transition to an online bookstore.

Primary Student Tasks:

• Helping students navigate the Virtual Bookstore website for the first time.
• Troubleshooting issues with:
• Books
• access codes
• publisher platforms (Pearson, Cengage, McGraw-Hill, Wiley, etc.)
• LMS integrations (Canvas login issues, invalid codes, etc.)
• Assisting students with order delays, backorders, substitutions, or wrong editions.
• Helping students to track shipments and understand shipping timelines.
• Explaining return policies, drop/add exceptions, and refund steps.
• Communicate rental return deadlines, acceptable conditions, and non-return fees
• Ensuring students obtain the correct materials.
• Handling large volumes of general questions from confused students.

Primary Faculty Tasks:

• Provide faculty with assistance in the adoption of course materials.
• Providing in-person help by submitting adoptions into the new system.
• Guiding faculty through Follett’s adoption platform and showing them how to complete required fields.
• Following up aggressively on missing, late, or incorrect adoptions.
• Troubleshooting faculty questions on ISBNs, formats, editions, and availability.
• Processing changes to adoptions that come in late (a very common early transition issue).
• Place faculty desk copy orders and track fulfillment with publishers
• Late adoptions:
• backorders
• missing inventory
• student delays
• higher costs

Primary Communication Tasks:

• Explaining the new virtual model to students, faculty, staff, and departments.
• Answering general questions about:
• ordering
• returns
• rentals
• pricing
• availability
• digital access
• Communicating delays, system downtime, buyback information, or shipping issues.
• Maintaining relationships with department chairs to keep adoption data accurate.
• Coordinating with Follett on:
• inventory issues
• back-ordered items
• widespread access code problems
• publisher errors
• Answering walk-in questions all day long.
• Managing the first wave of campus confusion and redirecting people to the right resources.

Troubleshooting System & Process Issues

• Students receiving incorrect or invalid digital access codes.
• Delays in Follett fulfillment or shipping.
• Mismatched ISBNs leading to wrong books being ordered.
• Faculty discovering textbook changes after classes have begun.
• Students not understanding rentals, returns, or digital rules.

Department Support

• One-on-one assistance for departments submitting orders (course materials, course materials related, among other...)
• Assist departments with ordering bulk materials
• Design and manage small “Spirit Store” in the library.

• Bookstore procedures and practices
• Excellent customer services skills
• Knowledge of online book order process
• The rudimentary functions and use of software systems and applications. Basic knowledge of Windows 10, or current, operating system.
• Interpersonal skills using tact, patience, and courtesy.

Graduation from high school or equivalent and one year experience working in a bookstore environment.

Office environment.

Incorporated within one or more of the previously mentioned essential functions of this job description are essential physical requirements. The chart below indicates the percentage of time spent on each of the following essential physical requirements.

• 4 a. Ability to work at a desk, conference table, or in meetings of various configurations.
• 2 b. Ability to stand for extended periods of time.
• 4 c. Ability to sit for extended periods of time.
• 4 d .Ability to see for the purpose of reading printed matter.
• 2 e. Ability to hear and understand speech at normal levels.
• 4 f. Ability to communicate so others will be able to clearly understand a normal conversation.
• 2 g. Ability to bend and twist.
• 2 h .Ability to lift 25 pounds.
• 2 I. Ability to carry 25 pounds.
• 4 j. Ability to operate office equipment, computer, or related peripherals.
• 3 k. Ability to reach in all directions.