5583 Clothing/Soft Goods Specialist


TITLE Clothing/Soft Goods Specialist



CLASSIFICATION Nonexempt                                  

IMMEDIATE SUPERVISOR Clothing/Soft Goods Manager                       

MAJOR ADMINISTRATOR Director, Bookstore         


The Clothing/Soft Goods Specialist fulfills telephone and online catalog orders, handles returns and exchanges, packs and ships orders, performs inventory control, handles special orders, and provides good customer service.  The Clothing/Soft Goods Specialist assists with merchandising and customer service in Clothing/Soft Goods department, processes clothing and soft goods invoices, resolves discrepancies, and uses the procurement card to pay invoices.  The Clothing/Soft Goods Specialist serves as the Customer Service Manager daily during his or her absence.


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.                                 


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. Processes all clothing and soft goods departmental invoices, including entry in the inventory control management system, contacts vendors regarding discrepancies, pays invoices using the procurement card, and forwards remaining invoices to the Operations Manager for payment.

3. Works with the campus community on all special orders, orders samples, assists in product selection for the customer, works with vendors on art and design, monitors progress with the vendor, and invoices the customer.

4. Assists with merchandising the clothing and soft goods area by designing displays, monitoring the back stock inventory, receiving and processing merchandise for sale, and creating purchase orders.

5. 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.

6. 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.  

7.  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.

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


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




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 3 - 220 Points: Considerable skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of moderately complex or other work procedures, and the ability to work independently and coordinate a variety of activities and events 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 2 - 175 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 significant effects on the welfare of the individual recipients of the work outcomes.

Factor 7: Physical Effort and Work Environment

Level 2 - 50 Points: The work may include limited but regular exposure to uncomfortable physical conditions and/or variable weather. The work may require periodic handling, carrying, or lifting of moderately heavy objects. Alternatively, the work may require standing and/or walking for long periods of time and/or the use of hands or arms in the same position for long periods of time.