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CUSTOMER REPRESENTATIVE

Job Title: CUSTOMER REPRESENTATIVE
Job Code: 3510
FLSA: N
Job Level: 10
Revised Date: 06/01/2021
Job Family: JF 16

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Occupational Summary

This position is responsible for consulting with the President's Office, University Office of Special Events & University Ceremonies, the Registrar and others, as appropriate, to manage all aspects related to the ordering and distribution of academic apparel for various ceremonies, including, but not limited to, Commencement, Convocation, Founder's Day, the Nursing School Graduation, Medical Alumni Reunions and the Divinity Robing Day as well as robing and assisting Trustees, VIPs, speakers, faculty, Senior University Administrators, guests, etc. This position is also responsible for verifying the eligibility for, and ordering and distribution of class rings and graduation announcements. In addition, this position is responsible for Human Resources/Payroll for all of Duke University Stores Operations, as well as providing administrative and operational support to the General Manager of Retail Operations, the General Manager of Duke Stores Operations, and the Senior Director of Duke Stores.

Work Performed

Directly oversee and manage all aspects of the Academic Apparel, Graduation Expo and Class Ring Department. Consult with high-ranking University Officials and Administrators both on-site and via phone/email on all academic apparel needs for all special ceremonies; respond to Trustees, VIPs, speakers, faculty, Senior University Administrators, guests, undergraduate students, graduate students, faculty, and parents regarding academic apparel and cap needs; initiate purchase orders for academic apparel, caps, hoods and tassels; coordinate on-site pickup and/or personal delivery, obtain appropriate University space for academic apparel distribution and robing. Responsible for all academic apparel inventory and ensuring academic apparel and caps are returned to the manufacturer in a timely manner. Ensure there is adequate Duke Ph.D academic apparel on-hand at all times. Collaborate and assist the Duke Kunshan Department related to academic apparel needs for ceremonies and events.

Track all aspects of ordering and distributing academic apparel and graduation announcements including: creating purchase orders, ensuring merchandise is received in a timely manner, overseeing distribution, handing returns to manufacturers, inventory and storage. Ensure that the colors, styles, insignia and degree designations on all academic apparel exactly match the degrees and universities applicable to each person participating in Duke Ceremonies.

Handle all Duke Class Ring Program sales and events, approximately 10 events per year. Handle all advertising for the Duke Class Ring Program in the Chronicle, letters to parents, post cards to students and class Facebook page, etc. Verify orders with the Registrar's Office that are taken at events or online to ensure they meet eligibility and other requirements. Is responsible for answering all questions and requests related to the Class Ring Program and related matters.

Work closely with the President's Office, Alumni Department, Duke Health officials, Athletics, Fuqua and Law School, etc. to secure special orders for products for the President's and Provost's office, University and Duke Health related VIPs, etc., including securing licensed Duke Vendors to produce these products.

Carry out the critical role as an ambassador for Duke University Stores and Duke with various departments, Trustees, VIPs, speakers, faculty, Senior University Administrators, guests, undergraduate students, graduate students, and parents for all academic apparel needs and related services and events.

Provide administrative and operational support as needed to the General Manager of Retail Operations, the General Manager of Duke Stores Operations, and the Senior Director of Duke Stores.

Perform Human Resources/Payroll functions for Exempt and Non-Exempt personnel for all of Duke University Stores Operations. Review the API payroll system to make sure 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 in order to close the position. Coordinate and process all new hires and the required documentation. Set up the employee orientation, assist them in getting their Duke ID, verify I9 documents for foreign national student paperwork and other necessary information.

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 ensuring all records are completed and up-to-date, and monitored. Track and complete all payroll records for students 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

High School Diploma or GED equivalent

Experience

Minimum of 3 years' experience in customer services and human resources.

Skills

In-depth knowledge of printing industry practices and standards usually obtained with 3 years or more experience in the printing industry


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 University 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 essential job 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.