The Principal Office & Administration Specialist position provides service as the first point of contact for U Market Services (UMS), Printing Services (PRT) and Addressing & Mailing Services (A&M) customers processing orders through EFS, greeting walk-in customers and looking for order related information. Collectively works with Customer Service Team members to support customer needs and requests. Requires the ability to work independently under established guidelines and directives.
50% Respond to customer inquiries and questions. Enter all UMS customer inquiries and issues into the Service Now system for further oversite and research. Research customer requests including contacting vendors for information and respond to customer through Service Now. Coordinate, create, and follow up customer orders such as dry ice, cylinders, or paper orders, and other types of specialized orders entered into the U Market Services Systems.
10% Prepares invoices for processing (opens mail, makes invoice copies, attaches identifying labels to invoices, updating systems with invoice information.)
15% Interact with Customers. Process orders from External customers created in the EFS/U Market system and using PeopleSoft Blanket PO’s to place orders for customers directly into the U Market Services order entry system. Facilitate special orders, transmit orders to stockless vendors, enter special handling orders. Helps walk-in customers at the Printing Services Building.
15% Follow up on returns and work with accounting to verify credits. Identifies problem invoices and work to with customer and vendor to resolve these issues.
10% Coordinate changes and credits to customer accounts. Filing. Other duties as assigned.
Essential Functions of the Position
Respond to customer requests and information inquiries by customer. Contact vendor companies for shipping and status information on orders and relate information to customer. Other duties as assigned.
Work Environment 100% of the work is performed in an office setting. “Fragrance Free Environment.”
This job is covered by the AFSCME Clerical Union.
Salary: $15.69 - $16.94 per hour
High School Diploma/GED and two years of related office, administrative, and bookkeeping or accounts transaction experience. Training/education may be substituted for some of the years of experience. Computer experience required. Prior experience in customer support roles required. Strong organizational and communication skills required. Prior experience and proficiency with Microsoft Office systems required.
Knowledge, Skills and Abilities
Knowledge: Working knowledge of U Market Services Order Entry system and general order entry experience. General understanding of order entry process for information retrieval and updating system with updated vendor information. Knowledge of basic accounts payables Principals. Basic knowledge of Excel and Word. Working knowledge of Presidio.
Skills: Excellent communication and customer service skills. Coordinate and share work or tasks with others. Basic computer skills with experience in Microsoft Word and Excel. Effective public contact skills, both in person and on the telephone. Accurate, fast 10-key and data entry skills. Positive team attitude.
Abilities: Ability to prioritize work in a multi-tasking environment. Ability to problem solve and probe for more information from customers. Attention to detail. Ability to gather, analyze and report information. Ability to effectively handle difficult people and stressful situations. Ability to work as part of a cohesive team. Ability to follow process flow documents and actively contribute to process development. Ability to be customer service focused to help customers have a positive experience when serving them. Ability to manage a high-volume workload.
Internal Number: 335080
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.