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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00000246 |
Description Activated On: 7/31/2025 9:46:32 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position provides clerical support within the Correctional Industries' Customer Service Department. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. 30% Communicates with customers or potential customers and researches various matters, inquiries, shortages, over shipments, pricing, status checks, etc. to aid in the resolution of customer service calls. Maintains knowledge of Correctional Industries’ (CI) products and services and Department of Corrections Policy Statements for these products to accurately communicate information to current customers and potential customers. 30% Edits and types all orders so they can be converted or made available to the Pennsylvania Correctional Industries' plants using the procedure outlined in the desk manual. This includes proofing of other customer service staff's orders as well. Files all completed orders in accordance with Departmental policies and procedures to maintain current records. 15% Assists in managing and maintaining the customer service Customer Records within SAP to keep information current, using the procedure outlined in the departments documented processes. Mentors new employees providing help with product knowledge, shop orders, invoices and order entry in the Sales & Distribution/SAP system. 10% Provides assistance to CI Sales Representatives and the Sales & Marketing Manager through special projects that involve organization, repetition, and counting to ensure timely delivery of product or documentation. Example: preparing sample bags or presentation packets for a conference. 5% Processes outgoing mail on a daily basis when requested by the Supervisor. 5% Provides additional phone coverage and closes the building premises at the end of the work day when necessary. 5% Performs other related duties as assigned. Essential Functions: 1. Effectively communicate verbally and in writing 2. Review and interpret information 3. Operate basic office equipment 4. Perform repetitive motions 5. Maintain regular and reliable attendance 6. Establish and maintain effective working relationships 7. Attend and participate in all mandatory training and/or testing 8. Work overtime in compliance with provisions of the Collective Bargaining Agreement 9. Travel as required 10. Be mobile over all types of physical surfaces and levels (in an institutional setting) 11. Be visually observant of environment (in an institutional setting) 12. Hear and identify sounds (voices, whistle, buzzer, lock release, scuffling, sudden quiet) [in an institutional setting] |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Independently resolves customer service issues and responds to inquiries using procedures outlined in the desk manual. Escalates complex or unique issues to the supervisor for resolution. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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