OPERATIONS CLERK

ESSENTIAL FUNCTIONS:

1. Receives and enters customer orders by telephone, evaluating and modifying as required to ensure accurate and complete orders and a high level of customer service. Disseminates information regarding orders, products, promotions, ordering processes (training), etc. (70%)
2. Processes a variety of documents, including load plans, bills of lading, driver trip records, order adjustments, variances, special deliveries, credits and debits, shortage reports, and product complaints to meet customer needs and to maintain complete and accurate records (30%)
3. Prints and distributes customer order forms to ensure an effective and efficient ordering process reflecting customers’ needs and product restrictions. (5%)
4. Maintains customer files and records to ensure complete documentation and support Customer Service functions. (5%)
5. Performs other related and assigned duties as necessary.

LEADERSHIP/MANAGEMENT RESPONSIBILITY

Not applicable.

PERFORMANCE CATEGORIES

• Productivity/quality standards: accuracy, timeliness, thoroughness
• Productivity/quality standards: delivery efficiency and timeliness
• Productivity/quality standards: customer service/satisfaction and responsiveness
• Attendance and punctuality
• Professional attitude and demeanor
• Customer and vendor relations
• Teamwork within the department and across departments
• Project/assignment standards

MINIMUM QUALIFICATIONS: Education and experience equivalent to:

Education/Certification:

High school diploma or equivalent

Experience:

0 to 2 years of relevant work experience in customer service or order processing

Knowledge, Skills and Abilities

Knowledge of (B/basic; J/journey; E/expert):

• Order processing concepts and procedures (J)
• Basic office equipment and machinery (PCs, copiers, fax machines, adding machines, calculators, etc.) (B)
• Products (B)
• Promotions (B)
• Customer service concepts and techniques (B)
• PC word processing/spreadsheet software applications (B)

Skill and ability to:

• Communicate and coordinate effectively with internal and external customers verbally and in writing
• Resolve customer complaints effectively and efficiently
• Work on a flexible schedule
• Work effectively in a general business environment, with a focus on high levels of quality and customer service
• Travel via airplane and drive an automobile
• Act in accordance with GSF’s Values and Creed