Title: SPECIAL ORDER CLERK Location: United States-Virginia-Virginia Beach Job Number: 220001RV Job Summary: Responsible for providing knowledgeable courteous and professional service and assistance regarding Special Orders to our internal and external customers via telephone email and company systems. Reports to Supervisor of Value Added Services. Duties and Responsibilities: Works under the supervision of Supervisor of Value Added Services. Responds to Special Order Merchandise inquiries and assists stores Vendors Distribution Teams and other partners via phone, email, and company systems. Maintains appropriate documentation for Customer Special Orders while adhering to PII requirements. Creates new items, cuts purchase orders, and provides estimated time of arrival for Special Orders to stores. Tracks orders and provides updated delivery status to stores. Serves as a liaison between the merchants, store personnel, distribution vendors, and other business partners as necessary. Provides friendly professional and personalized customer services at all times. Manages difficult or time sensitive order situations responding promptly to the store to resolve the issue while maximizing customer satisfaction. Escalates unresolved customer issues to supervisor as necessary. Communicates in a professional manner with clear verbal and written communication. Stays abreast of product promotional and systems developments. Maintains and understands current NEX policies and procedures. Maintains collaborative partnerships with vendors and internal and external colleagues. Works as part of a highly motivated customer service team and assists team members as needed. Works under the general supervision of designated supervisor. Work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency accuracy and compliance with PII and other written policies and instructions. Works a flexible schedule based on business needs. Works evenings weekends and holidays as needed. Exercises independent judgment and approval in routine and nonroutine situations. Consults with supervisor on such issues as policy matters deviations from normal procedures or unusual circumstances. Performs other duties as assigned. Incumbent of this position must file a Financial Disclosure Report OGE Form 450 as required Qualifications: GENERAL EXPERIENCE: One year of responsible work in clerical office or retail sales store work of any king in which the applicant has demonstrated the ability to perform satisfactorily as a Special Order Clerk. AND SPECIALIZED EXPERIENCE: One year of responsible experience in retail sales performing the similar duties performed by a Special Order Clerk. SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed in a college university or junior college above the high school level may be substituted on the basis of onehalf academic year of study for 6 months of experience. Specialized experience may be substituted for general experience.
