Every time you order merchandise from a catalogue, or fax a request for information, you contact with a company is handled by an order clerk. Orders for materials, merchandise or services can come from within an organization or from outside. However, most order clerks receive orders from other compa ...
nies or individuals.
The order clerk serves an important role, since he or she is often a customer's only direct contact with the company. Therefore, a pleasant personality and good interpersonal skills are vital for this job. The order clerk receives and processes incoming orders for everything from spare machine parts to articles of clothing, often while keying they information directly into a computer. After the clerk verifies and enters the order, the customer's final cost is calculated and the order is routed to the proper department to be filled.
Good computer skills, an aptitude for dealing with the public and attention to detail on complicated orders are important qualities for an order clerk. An order clerk is usually an entry-level job which could lead to more advanced positions within the company.
SNAPSHOT
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Receive and process incoming orders for materials, merchandise, classified ads, or services such as repairs, installations, or rental of facilities. Generally receives orders via mail, phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates, and delays; preparing contracts; and handling complaints.
Leadership
HIGH
Critical decision making
LOW
Level of responsibilities
LOW
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
HIGH
Competition for this position
HIGH
Communication with others
LOW
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
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DAILY TASKS
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Recommend merchandise or services that will meet customers' needs.
Compute total charges for merchandise or services and shipping charges.
Verify customer and order information for correctness, checking it against previously obtained information as necessary.
Prepare invoices, shipping documents, and contracts.
Review orders for completeness according to reporting procedures and forward incomplete orders for further processing.
Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.
Direct specified departments or units to prepare and ship orders to designated locations.
Check inventory records to determine availability of requested merchandise.
Receive and respond to customer complaints.
Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
Confer with production, sales, shipping, warehouse, or common carrier personnel in order to expedite or trace shipments.
MAIN ACTIVITIES
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Interacting With Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Getting Information
Observing, receiving, and otherwise obtaining information from all relevant sources.
Establishing and Maintaining Interpersonal Relationships
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Identifying Objects, Actions, and Events
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Performing Administrative Activities
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Updating and Using Relevant Knowledge
Keeping up-to-date technically and applying new knowledge to your job.
Communicating with Persons Outside Organization
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
AREAS OF KNOWLEDGE
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Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Mathematics
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Production and Processing
Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Building and Construction
Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
KEY ABILITIES
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Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
The ability to speak clearly so others can understand you.
Near Vision
The ability to see details at close range (within a few feet of the observer).
Speech Recognition
The ability to identify and understand the speech of another person.
Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension
The ability to read and understand information and ideas presented in writing.
Written Expression
The ability to communicate information and ideas in writing so others will understand.
TOP SKILLS
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Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking
Talking to others to convey information effectively.
Reading Comprehension
Understanding written sentences and paragraphs in work related documents.
Service Orientation
Actively looking for ways to help people.
Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
Persuasion
Persuading others to change their minds or behavior.
Writing
Communicating effectively in writing as appropriate for the needs of the audience.
Coordination
Adjusting actions in relation to others' actions.
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