Title: CUSTOMER SERVICE CLERK Location: United States-Maryland-Patuxent River Job Number: 24000361 Job Summary Performs a variety of customer service duties which involve inventory management control, taking special orders, assisting customers with special requests, providing layaway services, resolving customer complaints, etc. Duties and Responsibilities . Takes special orders for authorized merchandise including items from mail order catalog; assists customers in selecting merchandise, preparing required forms, and determining cost and shipping charges. Coordinates with procurement personnel; maintains appropriate files and follow-up, as required. In cases of delayed merchandise, notifies customers of new arrival date and coordinates delivery of merchandise. Upon receipt of merchandise, checks for agreement with original order and, as required, makes necessary computations with regard to shipping charges and markup; notifies customers of merchandise arrival and coordinates delivery. . Provides patrons with specific product information based on knowledge of manufacturer's catalogues and data obtained from company representatives. Completes appropriate documents for payment by deferred payment plan (DPP), indicating initial and subsequent payments. Checks for proper identification and entitlement for use of the DPP, as required. . Provides layaway services which include identifying items to be laid away as well as determining, in accordance with prescribed policies and procedures, the amount of deposit required and schedule of payments. Follows-up with customer on delinquent payments. Cancels layaways, refunds monies and returns merchandise to sales area when payments are not made. . Resolves customer complaints and is authorized to make refunds or adjustments for goods returned; checks merchandise for damage or ticket switching. Ensures that sales receipts accompany refund or exchange requests; contacts authorized personnel to return merchandise to sales floor or back-up storage area. As necessary, provides assistance to customers on product warranty and related problems. . Takes orders in connection with the repair of items such as electrical appliances and gardening equipment. Maintains log of items sent to designated companies indicating name of individual, serial number of item, date brought in, and other pertinent information. Follows up with companies and notifies customer when repair is made. . Maintains inventory stock cards on furniture and/or appliances to reflect the warehouse inventory balance. Posts to appropriate records the number and category of merchandise sold from documentation provided by sales personnel. As required, posts merchandise transfers and reports of goods received to ensure proper inventory balance. Documentation includes transfer of furniture and appliances to various locations of the Exchange. . As required, checks merchandise transfers and ensures requested items are boxed and shipped out. Arranges for necessary transportation to branches/locations. Completes merchandise transfers including extending cost and totaling amounts. . Maintains appropriate records and logs relating to customer services transactions. Maintains catalogs and price sheets of authorized items in a current status. . Operates cash register in accordance with established cash control procedures and is responsible for own cash change fund. . May be required to perform such duties as preparing chargebacks, maintaining number controls for documentation required by various exchange departments and requisitioning supplies needed for the store. . Carries out policy of courtesy and service. Exercises tact, good manners and courtesy when serving and assisting customers and fellow associates. . Responds to inquiries and provides assistance in a prompt and friendly manner. Understands that the customer comes first and actively seeks to become knowledgeable concerning store policies, merchandise sold and services offered. . Performs other related duties as assigned. Qualifications: GENERAL EXPERIENCE 1 year responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. 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 one-half academic year of study for 6 months of experience.
