Missouri State University

5583 Customer Service Specialist

POSITION IDENTIFICATION

TITLE Customer Service Specialist

CLASSIFICATION NUMBER 5583

GRADE 12

IMMEDIATE SUPERVISOR Clothing/Soft Goods Manager

MAJOR ADMINISTRATOR Director, Bookstore

GENERAL FUNCTION

The Customer Service Specialist fulfills telephone and online catalog orders, handles returns and exchanges, packs and ships orders, performs inventory control, and provides good customer service. The Customer Service Specialist assists with merchandising and customer service in Clothing and Soft Goods and serves as Customer Service Manager daily during his/her absence.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education A high school diploma or the equivalent is required.

Experience Three years of retail experience is required.

Skills Effective interpersonal, oral, and written communication skills are required. Organizational ability is required. Experience in supervising student workers is preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assumes responsibility for fulfilling online and telephone catalog orders by processing orders, returns, and exchanges, selecting the ordered goods, ringing the sales, packaging for shipping, using the electronic shipping system, holding orders for stock to arrive, maintaining stock, performing inventory control, maintaining transaction records, updating the online catalog, and resolving customer services issues.

2. Assists with merchandising the clothing and soft goods area by designing displays, monitoring the back stock inventory, receive and process merchandise for sale, and create purchase orders.

3. Provides customer service and helps to maintain an orderly and attractive sales floor by stocking, folding, sizing, straightening, organizing, condensing, resetting, vacuuming, dusting, mopping, assisting customers with selections and finding merchandise, and answering questions about clothing, gifts, or souvenirs for customers.

4. Obtains return credit from vendors by processing damaged or defective merchandise for return, following-up on status of the credit, packaging and shipping returns, and resolving any problems that may arise.

5. Helps to assure excellent customer service by serving as Customer Service Manager daily in his/her absence and as back-up during peak periods by supervising sales staff, cashier areas, and customer service, remaining knowledgeable about bookstore policies, procedures, and operations, and responding to customer complaints, store emergencies, and disruption of services.

6. Helps to ensure the success of the Bookstore by performing all other duties as assigned.

SUPERVISION

The Customer Service Specialist is supervised by the Clothing/Soft Goods Manager and supervises student workers.

OFFICE OF HUMAN RESOURCES MAY 2006

JOB FAMILY 1

Factor 1: Educational/Experience Requirements of the Job

Level 4 - 500 Points: A combination of education and experience equivalent to a Level 4 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Complexity and Technical Mastery

Level 2 - 130 Points: Skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of office or other work procedures, and the ability to work independently are required.

Factor 3: Responsibility for the Work of Others

Level 4 - 110 Points: Some supervision and training of small numbers of student or part-time workers is required where the nature of supervision is largely confined to scheduling work and assigning tasks. Supervision at this level may also involve directing the work assignments of one or more permanent, full-time employees. Supervisory tasks may include providing input into hiring and employee evaluation processes, but the final decisions are made by other supervisors. The incumbent typically does not perform a full range of supervisory responsibilities, and supervisory duties typically involve relatively little time during the work day.

Factor 4: Guidelines

Level 2 - 130 Points: The work generally involves sequential steps and methods explained by the supervisor and/or described by specific guidelines such as standard operating procedures, handbooks, and/or reference manuals exist. Tasks are relatively clear-cut and involve related steps, processes, and methods. The employee may be required to recognize differences in a variety of situations, but those differences are normally clear and require the selection of standard processes to resolve. The number and similarity of guidelines and work situations requires the employee to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt guidelines in specific cases. Situations to which the existing guidelines cannot be applied or proposed deviations from the guidelines are referred to a supervisor.

Factor 5: Contacts

Level 4 - 205 Points: The purpose of interactions is to solve recurring and structured problems, to provide specialized or technically precise information to others, and/or to plan or coordinate work efforts with other employees. Contacts involve cooperation and coordination and may involve the organization of activities of programs requiring working relationships among several parties. While contacts may require some level of persuasion, potential for conflicts and disputes are relatively minor. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public.

Factor 6: Work Impact

Level 1 - 100 Points: Work activities normally address conventional problems or situations with established methods to supply other employees, students, or the general public with information, services, or products. Work directly affects the quality of services provided to other employees, students, or the public, but on a person-by-person basis. The services, information, or products provided have relatively minor effects on the welfare of the individual recipients of the work outcomes.

Factor 7: Physical Effort and Work Environment

Level 1 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.