Position Overview

The Fulfillment Center Manager II - Canada is responsible for providing leadership for managing all functions for multiple college virtual bookstores within a group, including establishing budgets, financial goals, service levels, and policy administration. Develops campus relations for virtual campus students, faculty, and staff. Provides course material operational support for hybrid stores in partnership with GVP, RM, and Store Manager. Consults in course material manager development on CM operations in a virtual course material model in partnership with GVP/RM/SM. Demonstrates strong knowledge of Follett systems and strategies (Included Program, Academic Tools, System Integrations, etc.), the industry, and the competitive landscape to execute initiatives, drive profitable sales, and control expenses. Partners with support partners to include GVP/RM in a hybrid course material model, Store Operations, Course Material Operations, AP, HR, and Training.

Executes and provides oversight for all facets of a fulfillment center operation that services multiple physical and/or virtual accounts, including hiring, training, supervising, and developing team members; maintaining a high level of customer service; ensuring all aspects of Course Materials strategy are executed; ensuring effective inventory management and timely disposition of course materials in accordance with standards; ensuring the security of company assets; demonstrating expert knowledge of Follett systems and completing other activities, as needed.

Supports course material operations in executing special course material projects. Provides staging and distribution to Follett-managed stores nationally.

Consistently demonstrates Follett Values - Integrity, Accountability, Customers, Each and Every Associate, Innovation, and Teamwork. Demonstrates proficiency in Follett Strategic Competencies.

Responsibilities

• Prepares and executes operating plans and directs daily operations related to order fulfillment and customer service, and ensures overall efficiencies by effectively utilizing staff and systems, analyzing and preparing reports on progress and work productivity trends. Ensures quality and timeliness of shipments and the prompt and effective resolution of customer issues within company SLAs (service level agreements). Analyzes fulfillment center financials and makes determinations regarding how to positively impact future sales/expense opportunities. Provides reporting and/or business updates to account contact.
• Provides course material operational support/consulting for hybrid stores in partnership with GVP, RM, and Store Manager. Consults in course material manager development on CM operations in a virtual course material model in partnership with GVP/RM/SM. Provides training, and reporting as required.
• Supports Course Material Operations in executing special course material projects. Provides sourcing, staging, and distribution to Follett-managed stores nationally.
• Responsible for full-cycle talent management, including recruiting, training, coaching, and talent development. Ensures staffing levels support business needs. Ensures effective performance management and maintains a culture of accountability. Develops cross-functional teams of engaged associates with the ability to execute initiatives and drive operational standards and business results. Provides staff training. Develops staff and works to identify key talent to support the talent pipeline.
• Analyzes financial performance of stores and the region. Analyzes data to project sales and determines store performance. Develops strategies to meet overall financial budgets. Develops a regional budget based on each store manager's budget and establishes sales and profit goals with each store manager. Keeps abreast of sales and store payroll and puts action plans in place for budget goal achievement.
• Builds and maintains successful and engaging partnerships with schools serviced, maximizing and delivering on goals. This includes ongoing communication and managing the relationship with key campus stakeholders or client/account manager(s) such as campus contacts, faculty, and students, and developing and maintaining key integrations for course materials, financial aid, AR accounts, course material adoptions, and Follett service offerings
• Ensures all back-office functions, including the preparation of invoices, processing of chargebacks, and coordination of stock shipments are completed in accordance with company directives and/or policies and procedures. Ensures that Accounts Receivable are billed monthly and collected timely (less than 90 days).
• Ensures the security of company assets and the safety of associates and customers, and adherence to Company policies. Responsible for meeting annual shrink budget
• Maintain a hassle-free atmosphere driving the Follett culture, which includes resolving all escalated concerns from guests, faculty, vendors, facility-related concerns, and back of the house.

Requirements:

• 5+ Years of Course Material experience, Fulfillment Center Management experience, or strong customer service management experience.
• Textbook sourcing experience and knowledge of textbook industry standard is a plus.
• Strong communication skills, strong analytical skills, and financial acumen.
• Demonstrated ability to lead and influence a team, peers, and management.
• Ability to effectively manage competing priorities.