Staff Specialist - Custom Orders and Administrative Clerk

Staff Specialist – Custom Orders and Administrative Clerk

University Stores

Job Summary

This position ensures the prompt and accurate processing of customers and various cash disbursements. This position requires a high level of attention to detail, strong analytical and customer service skills, and the ability to effectively communicate with a broad range of customers. This position requires skills in customer complaint resolution, inquiries, refunds, and exchanges. Perform complex clerical duties involving the custody of cash receipts, processing forms, counting money, preparing reports, and making deposits; review and direct the work of lower-level personnel. This position requires the attention of a poised, professional individual capable of dealing with individuals at all levels of the University with tact and diplomacy.

Responsibilities

Under the direction of the General manager, manages and is solely responsible for the custom order program for Duke Stores, which includes working with Duke Athletics on the Letter jacket Program, handling orders for personalized chairs and special custom orders for departments within Duke University, the President's office, and the healthcare system. This position requires the attention of a poised, professional individual capable of dealing with individuals at all levels of the University with tact and cordiality. A high level of communication skills is also required to work with various departments and groups campus-wide. Duties include meeting with customers, selecting and approving art to submit to licensing, negotiating with vendors to get the best pricing based on volume discounts, issuing and approving purchase orders, collecting payment from customers, and arranging delivery to customers if needed. Will also be required to communicate any special requests from departments to Duke University's Licensing and Trademark Office to ensure all custom orders meet regulations.

Responsible for the custom orders inventory, which includes conducting an annual inventory, monitoring the negative inventory report weekly, and maintaining a true inventory count. Assists with the academic apparel annual inventories as needed.

Responsible for many administrative duties, which include sending the daily POS cash bag and house charge documents electronically to the AFO department and filing the necessary documents and records according to Duke Stores' policies. Set up and maintain varied office files of records, reports, and correspondence required for reference and efficient operation of the office; maintain logs and records of office activities; compile and summarize information for regular or special reports from a variety of sources; various accounting and budgetary records; review and reconcile transactions and initiate accounting documents following standard procedure.

Acts as second in command for the Customer Service Staff Specialist. Trains and oversees University Store employees when they are performing cashier duties. Coordinate and ensure that all cashiers communicate and interact with students, parents, customers, vendors, visitors, and colleagues professionally and tactfully, providing excellent customer service and keeping the customer lines moving. As requested, participate in customer service and cash register/money handling training for Duke University Stores' cashiers. Handle customer complaints and resolutions, inquiries, refunds, and exchanges.

Assists the Academic Apparel manager during graduation, Grad fair, Convocation, and special events involving regalia and serves as their backup as needed. Required to be knowledgeable on the entire program, including the products and price structure, as well as being able to issue and receive purchase orders, communicate with the vendor on pricing, track deliveries and receive orders, as well as handle customer inquiries, special orders, and complaints with diplomacy and tact.

As requested, assists with class ring events and helps set up the events in the absence of the manager in charge of the class ring program. Must be knowledgeable on the class ring products and able to communicate with the vendor about any customer issues.

Answer telephone, take messages, screen calls, and reply to questions under general instructions and office procedures and policies; transmit instructions and/or information to and from staff members; serve as office receptionist; greet, screen, and direct callers to appropriate staff members. Screen, sort, and distribute mail and documents; determine which items to respond to independently or which to bring to the supervisor’s attention based on content of communication and knowledge of office activities.

Verify and process all Interdepartmental Requests, transactions, and invoices, and contact departments for clarification or corrections. Maintain an environment of strong internal controls over the accuracy and timeliness of recording and securing cash transactions.

May be required to guide and instruct lower-level employees and students. Work with other team members to coordinate, prioritize, and organize activities to meet established goals and assigned deadlines.

Required to be knowledgeable on the mystery shopping program and Duke Store's expectations in customer service, merchandising, and store standards. Serves as a leader in this program and may be expected to conduct training classes as requested and teach store associates and students in the workplace during their shifts.

Operate point-of-sale cash register as needed, processing all forms of transactions. Perform other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Required Qualifications at this Level Education/Training:

Work requires business, analytical, communications and organizational skills generally acquired through completion of an associate degree or equivalent program or relevant job experience.

Experience:

Work generally requires two years of experience in retail store sales and operations in a high-end, high volume retail operation. Must have a proven successful retail track record. Prefer retail supervisory experience. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Skills:

• Outstanding communication and customer service skills, ability to exercise diplomacy, tact, and good judgment in interacting with a wide range of people at varying levels at Duke University, as well s with those outside the University.

• Demonstrated ability to prioritize and manage multiple tasks with close attention to detail and accuracy.

• Ability to work both independently and as part of a diverse and close working team in a fast-paced setting.

• Quick learner with demonstrated problem-solving skills.

• Ability to learn and apply new technologies as needed.

• Some heavy lifting is required.

Interested candidates should visit the Duke University website (http://www.hr.duke.edu/) and apply for position.

Contact: Darcy Ewalt, General Manager, Retail Operations; [email protected]

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. 

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.