SPECIAL ORDER CLERK

About the role

Responsible for providing knowledgeable courteous and professional service and assistance regarding Special Orders to internal and external customers via telephone, e-mail and company systems. Reports to Supervisor of Value-Added Services. Primary location: United States‑Virginia‑Virginia Beach. Organization: NEXCOMHQ.

Responsibilities

• Works under the supervision of Supervisor of Value‑Added Services.
• Responds to Special Order Merchandise inquiries and assists stores, vendors, distribution teams and other partners via phone, e‑mail and company systems.
• Maintains appropriate documentation for Customer Special Orders while adhering to PII requirements.
• Creates new items, cuts purchase orders and provides estimated time of arrival for Special Orders to stores.
• Tracks orders and provides updated delivery status to stores.
• Serves as a liaison between the merchant's store personnel, distribution vendors and other business partners as necessary.
• Provides friendly, professional and personalized customer service at all times.
• Manages difficult or time‑sensitive order situations, responding promptly to the store to resolve the issue while maximizing customer satisfaction.
• Escalates unresolved customer issues to supervisor as necessary.
• Communicates in a professional manner with clear verbal and written communication.
• Stays abreast of product, promotional and systems developments.
• Maintains and understands current NEX policies and procedures.
• Maintains collaborative partnerships with vendors and internal and external colleagues.
• Works as part of a highly motivated customer service team and assists team members as needed.
• Works under the general supervision of designated supervisor; work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency, accuracy and compliance with PII and other written policies and instructions.
• Exercises independent judgment and approval in routine and non‑routine situations; consults with supervisor on policy matters, deviations from normal procedures or unusual circumstances.
• Performs other duties as assigned.
• Incumbent must file a Financial Disclosure Report OGE Form 450 as required.

Qualifications

General Experience: One year of responsible work in clerical, office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily as a Special‑Order Clerk.

Substitution of Education for Experience: Study completed in a college, university or junior college above the high school level may be substituted on the basis of one‑half academic year of study for 6 months of experience.

Specialized Experience: One year of responsible experience in retail sales performing the similar duties performed by a Special Order Clerk.

Substitution of Education for Experience (alternate): Study completed in a college, university or junior college above the high school level may be substituted on the basis of one‑half academic year of study for 6 months of experience. Specialized experience may be substituted for general experience.

Schedule

Full‑Time (35+ hours) with a flexible schedule based on business needs; may require working evenings, weekends and holidays as needed.

Unposting Date: Oct 11, 2026, 10:59:00 PM