CUSTOMER REPRESENTATIVE

CUSTOMER REPRESENTATIVE

Job Summary

This position is responsible for Human Resources/Payroll for all Duke University Stores Operations (120 employees, including students and temporary employees). In addition, this position is responsible for reconciling procurement card transactions, answering incoming calls and routing to appropriate individuals, assisting the Business Manager in creating and maintaining the Stores annual budget, assist the Operations Manager with data entry and tracking related to transfer processing and internal truck deliveries, and assist in the PO/Invoice reconciliation process in the Distribution Center, as needed.

Responsibilities

Provide administrative and operational support as needed to the General Manager of Retail Operations, the General Manager of Duke Stores Operations, and the Director of Duke Stores.
Perform Human Resources/Payroll functions for Exempt and Non-Exempt personnel for all of Duke University Stores Operations (100 plus employees).

Review the API payroll system to ensure all employee hours are recorded and submitted correctly.

Work closely with all approvers to make sure time is approved on time.

Transfer any necessary time to other departments. Complete all temporary employee timesheets and fax them to the Temporary Agencies.

Prepare gross adjustments as necessary. Collaborate with upper management and Duke HR to post new positions.

Keep track of candidates’ resumes and all interviews of potential candidates.

Update the HR system once a candidate is selected to close the position.

Coordinate and process all new hires and the required documentation (employees and students). Set up the employee orientation, assist them in getting their Duke ID, verify I9 documents for foreign national student paperwork, and other necessary information.
Responsible for reconciling procurement card transactions in Concur for assigned individuals.
Responsible for answering incoming calls to Stores Administration, routing calls to appropriate individuals, and returning voice mail messages.
Responsible for assisting eSTORE with answering customer calls, returning customer messages, and chatting online with customers to resolve questions and issues.
Assist the Business Manager in creating and maintaining the Stores annual budget.
Assist the Operations Manager with data entry and tracking related to transfer processing and internal truck deliveries.
Responsible for assisting the Operations Manager with facilitating process (MSS) for distributing online orders to
appropriate stores for fulfillment.
Responsible for creating NetSuite reports as needed.
Participate in transaction accounting and transaction processing for units, as needed.
Assist in the PO/Invoice reconciliation process in the Distribution Center, as needed.

Ensure all employees read and sign the Severe Weather Policy each year and keep on file. Stay up to date with any severe weather issues, premiums, etc. Maintain Leave of Absence files (personal, medical, maternity), ensuring all records are completed, up-to-date, and monitored.

Track and complete all student payroll records, including tracking work-study funds allotted. Maintain the employee data spreadsheet with updated information for all employees. Complete all necessary payroll rate and schedule changes, cost distribution, supplemental pay, personal changes, terminations, retirement, etc.

Maintain SAP reports and provide reports needed for payroll information such as tracking of overtime, sick/vacation time etc. 

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 retail business, organizational, financial, analytical, and communication skills generally acquired through completion of a bachelor’s degree program.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR RETAIL MANAGEMENT EXPERIENCE 

Experience:

A minimum of 2 years of proven and successful experience in the handling of various functions related to administrative organization, communications, financial, and retail business management, in a high-volume environment. Retail management supervisory experience preferred. 

Skills:

Knowledge of academic apparel industry practices and standards and with 2 years or more experience in the retail industry.

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

Contact: Tera Caldwell, Business Manager, tera.caldwell@duke.edu

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.