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Order Desk Clerk Onboarding Checklist
Contents
Order Desk Clerk Onboarding Process
Are you looking for help setting up a staff orientation process so that when your new Order Desk Clerk starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Customer Service onboarding experience or just need an onboarding checklist for your new Order Desk Clerk, you’re in the right place. We’ve put together a sample Order Desk Clerk onboarding checklist below and have created onboarding templates & resources to help.
Order Desk Clerk Onboarding Checklist
1. Introduction to company policies and procedures: The order desk clerk should receive a comprehensive overview of the company’s policies and procedures, including guidelines for order processing, customer interactions, and any specific protocols related to the industry. This task is typically performed by the human resources department or a designated trainer.
2. Familiarization with order management systems: The order desk clerk needs to become proficient in using the company’s order management systems, such as CRM software or ERP systems. This includes learning how to enter, track, and update orders, as well as generating reports. The IT department or a designated trainer usually provides training for this task.
3. Product knowledge training: To effectively assist customers, the order desk clerk should have a thorough understanding of the company’s products or services. This training may involve learning about product features, specifications, pricing, and any relevant industry knowledge. Product managers or trainers typically conduct this training.
4. Understanding customer service standards: The order desk clerk should be familiarized with the company’s customer service standards and expectations. This includes learning how to handle customer inquiries, complaints, and resolving issues in a professional and timely manner. Customer service managers or trainers are responsible for providing this training.
5. Learning order processing procedures: The order desk clerk needs to understand the step-by-step process of order processing, including order entry, verification, and fulfillment. This training may involve shadowing experienced order desk clerks or attending training sessions conducted by the operations or logistics department.
6. Familiarization with pricing and discount structures: The order desk clerk should be trained on the company’s pricing and discount structures, including any applicable promotions or special offers. This knowledge is crucial for accurately quoting prices to customers and applying discounts when necessary. Sales managers or trainers typically provide this training.
7. Communication and interpersonal skills training: As a customer-facing role, the order desk clerk should receive training on effective communication and interpersonal skills. This may include learning how to handle difficult customers, active listening techniques, and maintaining a professional and friendly demeanor. Customer service managers or trainers usually conduct this training.
8. Understanding order fulfillment and shipping processes: The order desk clerk should be familiarized with the company’s order fulfillment and shipping processes, including coordinating with the warehouse or logistics team, arranging shipments, and tracking deliveries. This training is typically provided by the operations or logistics department.
9. Learning about company culture and values: To align with the company’s culture and values, the order desk clerk should receive an introduction to the organization’s mission, vision, and core values. This may involve attending orientation sessions or company-wide meetings conducted by the human resources department or senior management.
10. Shadowing experienced order desk clerks: To gain practical experience and observe real-life scenarios, the new order desk clerk may be assigned to shadow experienced colleagues. This allows them to learn from their expertise, observe best practices, and understand the day-to-day responsibilities of the role. This task is typically coordinated by the order desk supervisor or team lead
Setting Up Your Employee Onboarding Process
From reading through the items in the example Order Desk Clerk checklist above, you’ll now have an idea of how you can apply best practices to getting your new Order Desk Clerk up to speed and working well in your Customer Service team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.
