Job Descriptions, Definitions Roles, Responsibility: Order Clerks

Order clerks receive and process orders for a variety of goods or services, such as spare parts for machines, consumer appliances, gas and electric power connections, film rentals, and articles of clothing. They sometimes are called order-entry clerks, sales representatives, order processors, or order takers.

Orders for materials, merchandise, or services can come from inside or from outside of an organization. In large companies with many worksites, such as automobile manufacturers, clerks order parts and equipment from the companyís warehouses. Inside order clerks receive orders from other workers employed by the same company or from salespersons in the field.

Many other order clerks, however, receive orders from outside companies or individuals. Order clerks in wholesale businesses, for instance, receive orders from retail establishments for merchandise that the retailer, in turn, sells to the public. An increasing number of order clerks are working for catalog companies and online retailers, receiving orders from individual customers by telephone, fax, regular mail, or e-mail. Order clerks dealing primarily with the public sometimes are referred to as outside order clerks.

Computers provide order clerks with ready access to information such as stock numbers, prices, and inventory. The successful filling of an order frequently depends on having the right products in stock and being able to determine which products are most appropriate for the customerís needs. Some order clerks—especially those in industrial settings—must be able to give price estimates for entire jobs, not just single parts. Others must be able to take special orders, give expected arrival dates, prepare contracts, and handle complaints.

Many order clerks receive orders directly by telephone, entering the required information as the customer places the order. However, a rapidly increasing number of orders now are received through computer systems, the Internet, faxes, and e-mail. In some cases, these orders are sent directly from the customerís terminal to the order clerkís terminal. Orders received by regular mail are sometimes scanned into a database that is instantly accessible to clerks.

Clerks review orders for completeness and clarity. They may fill in missing information or contact the customer for the information. Clerks also contact customers if the customers need additional information, such as prices or shipping dates, or if delays in filling the order are anticipated. For orders received by regular mail, clerks extract checks or money orders, sort them, and send them for processing.

After an order has been verified and entered, the customerís final cost is calculated. The clerk then routes the order to the proper department—such as the warehouse—which actually sends out or delivers the item in question.

In organizations with sophisticated computer systems, inventory records are adjusted automatically, as sales are made. In less automated organizations, order clerks may adjust inventory records. Clerks also may notify other departments when inventories are low or when filling certain orders would deplete supplies.

Some order clerks must establish priorities in filling orders. For example, an order clerk in a blood bank may receive a request from a hospital for a certain type of blood. The clerk must first find out whether the request is routine or an emergency and then take appropriate action.