Point of Sale System Specialist

JOB SUMMARY:

The POS System Specialist, in support of the POS Manager, is responsible for monitoring, troubleshooting and oversight of the in-store point-of-sale (POS) system including touchscreen units, back-end, reporting, connectivity and integration with other systems as it relates to retail store operations. In addition, the POS System Specialist is responsible for the installation of new and/or replacement equipment, training new and current employees on system operations such as register operation, cash handling, opening/closing, reports, etc. while ensuring proper procedures are being followed on-the-job. The POS System Specialist will provide supplemental training to store personnel on established retail procedures. Works to identify and build enhancements to our POS system.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responds to inquiries and issues from store management and/or associates regarding user-error, opening/closing, reports, connectivity, etc. and troubleshoots to resolve the problems as quickly and efficiently as possible; Communicates and partners with IT department on connectivity problems to prevent or promptly resolve system outages
• Provides training to all store employees, including management on all operational procedures to be followed within the retail location
• Identifies areas within stores where processes and procedures are not followed and works with store personnel to ensure retail procedures are uniform within all locations
• Supports POS Manager in development, maintenance s and distribution of procedural manuals ensuring retail stores are following proper procedures and are up-to-date with information
• Maintains all internal touchscreen information including pricing changes, adding or removing items or products, specials and/or promotions/sales
• Maintains the user identification database updating with new hires and terminated employees
• Supports and maintains customer loyalty programs and customer database using available components of the POS system; Provides reports on customer information as requested
• Monitors the daily usage and performance of the POS system at all stores ensuring store staff is complying with established cash handling procedures, opening/closing, reporting, etc.
• Orders and sets up equipment for new store openings; Tests newly installed equipment prior to opening to ensure all equipment is functioning properly; Remains on-site for all Grand Opening events to troubleshoot and resolve any issues providing assistance in register operation, credit card/gift card processing, closing, reporting, etc.
• Develops and maintains tracking records of reported issues, problems, actions taken to resolve, etc.; Identifies trends and works to establish long-term solutions as well as identifying areas of needed follow-up training
• Develops training materials and procedures; Delivers training on system operations, register operations, cash handling, store opening/closing, and reporting; Works with retail store management on customization and column designer
• Works with finance department to maintain accurate records of gift card sales and redemptions, import/export of sales and revenue reporting, and ensuring system is PCI compliant
• Works with Loss Prevention department to protect company assets through monitoring and identifying cash handling concerns or issues; Participates in investigations by providing data or information as requested
• Supports POS Manager as backup primary point of contact with POS vendor; Works with vendor to order equipment for new stores while maintaining a negotiated price for all equipment; Works with vendor when new products are available or introduced
• Participates in webinars and/or attends off-site conferences on new products available for enhancements of current operations and reporting through POS; Strives for continuous improvement by making recommendations on available products or enhancements to ensure full utilization of system capabilities
• Provides information, training and assistance to Sales Directors to ensure system capacity is fully utilized
• Gathers and compiles data on a daily, weekly, monthly, quarterly and annual basis; Completes ad hoc reports as requested
• Performs other duties as assigned

EDUCATION AND/OR EXPERIENCE:

• High School diploma or equivalent required; Bachelor’s degree in business management/administration or computer science preferred
• Minimum of three years of experience using a point-of-sale systems as a front or back-end user required
• Minimum of two years of experience in a training role or capacity (can include on-the-job training) required
• Prior experience in loss prevention and/or retail operations preferred

SCOPE OF SUPERVISION: None

CERTIFICATES, LICENSES, REGISTRATIONS:

• Valid and unrestricted driver’s license with access to own transportation

KNOWLEDGE, SKILLS, AND ABILITIES:

• Uses active listening giving full attention to what other people are saying, taking the time to understand the points being made, asking questions as appropriate
• Uses logic and reasoning skills to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Able to select and use training or instructional methods that are appropriate for the situation and the audience
• Displays appropriate communication skills with the ability to speak to others to convey information effectively while building successful working relationships
• Able to identify complex problems and review related information to develop and evaluate options and implement solutions
• Able to review and use available information to determine causes of operating errors, root causes of larger issues and able to make appropriate decisions towards resolution
• Considers the relative costs and benefits of potential actions making appropriate choices
• Able to determine how a system should work and how changes in conditions, operations and the environment affect outcomes
• Able to identify measures or indicators of system performance and the actions needed to improve or correct performance
• Intermediate level understanding of Microsoft Office products including Word, PowerPoint, Excel and Outlook; Ability and understanding of how to use the Internet to perform searches and obtain information
• Working knowledge of Adobe Acrobat and other specific systems and/or programs
• Working knowledge of retail store operations, policies, and procedures including cash handling, opening/closing, reporting, receiving goods, and materials management/production; Ability to identify POS technology solutions to make daily operations more efficient
• Able to use diplomacy and tact when working with store management and associates to resolve problems

PHYSICAL REQUIREMENTS:

TRAVEL REQUIREMENTS:

Travel is defined as travel to all areas within Goodwill’s territory (Cecil, Harford, Baltimore, Howard, and Anne Arundel Counties, Baltimore City and the entire Eastern Shore of Maryland). In some cases, long-distance travel, including overnights may be required but is typically planned in advance. In some cases, travel may be unplanned. For positions requiring travel, employees must have access to own transportation.