Order Clerks

Career summary

#No alternate titles CJ

Order clerks receive orders by telephone, mail, e-mail, and other electronic methods. First, clerks ask customers for specific information, such as their name, address, and credit card or account number. They ask customers for the product number and number of items they wish to purchase.

As clerks enter the order, the computer tells them if the products are in stock and how much they cost. If items are back-ordered, clerks tell customers the expected arrival date. If customers cannot wait for items to arrive, clerks suggest similar products. Clerks who take orders from businesses rather than individuals occasionally give price estimates and stock checks for entire jobs, not just single items.

Once orders are placed, clerks route them to the departments that will send out or deliver the items. Clerks notify departments when inventories are low or when orders will use up supplies.

Clerks review orders for completeness. If information is missing or cannot be read, clerks call the customer. Clerks respond to customers if they request information about shipping dates or prices. Once orders are complete, clerks process the checks and money orders.

Clerks prepare invoices and shipping documents to make sure they are filed correctly. They may also create reports for management about past orders.

Some order clerks examine orders before they are shipped. They compare the items in boxes against the packing lists. When they find incomplete or incorrect orders, clerks send them back for correction. Clerks may also track down missing and late merchandise.

Order clerks listen to and resolve customers' complaints. Order clerks are also called order-entry clerks, order processors, or order takers.

Related careers

This career is part of the Business Management and Administration cluster of careers.

Related careers include:

• Bill and Account Collectors
• Bookkeeping and Accounting Clerks
• General Office Clerks
• Insurance Policy and Claims Clerks
• Receptionists
• Transportation Agents

Job duties

Task list

The following list of tasks is specific to order clerks.

• Receive orders by phone, fax, regular mail, e-mail, and the Internet.
• Determine if ordered items are available.
• Enter order information into computer.
• Calculate final cost of ordered items or services.
• Review orders for completeness and get missing information.
• Contact customers and give information, such as shipping dates and prices.
• Verify customer information.
• Receive and handle customer complaints.
• Try to sell additional products or services to customers.
• Prepare invoices and shipping documents.
• Give orders to the department that will send out or deliver the ordered items.
• Make sure shipments match customers' orders.
• Check inventory and update records.
• Notify other departments when orders will use up supplies.
• Talk with other workers to speed up processing of delayed shipments and to locate missing items.
• File copies of orders received.
• Remove, sort, and process checks and money orders received by mail.
• Suggest similar products if items ordered are not available.
• Recommend type of packing or labeling order needs.
• Prepare reports for management.

Common work activities

Order clerks perform the following tasks. These tasks are common to many careers.

• Communicate with supervisors, peers, or subordinates
• Get information needed to do the job
• Use computers
• Perform administrative tasks
• Communicate with people outside the organization
• Monitor events, materials, and surroundings
• Organize, plan, and prioritize work
• Evaluate information against standards
• Resolve conflicts and negotiate with others
• Make decisions and solve problems
• Document and record information
• Process information
• Update and use job-related knowledge
• Identify objects, actions, and events
• Establish and maintain relationships
• Judge the value of objects, services, or people
• Convince others to buy goods or change their minds or actions
• Estimate sizes, quantities, time, cost, or materials needed
• Analyze data or information
• Think creatively
• Schedule work and activities
• Develop goals and strategies
• Coordinate the work and activities of others
• Perform for or work with the public
• Develop and build teams
• Inspect equipment, structures, or materials
• Explain the meaning of information to others
• Monitor and control resources

Work requirements

Working conditions

In a typical work setting, order clerks:

Interpersonal relationships

• Have a high level of social contact. They work closely with customers and coworkers most of the time.
• Often deal with unpleasant or angry customers. Order clerks must receive and handle customer complaints.
• Are placed in conflict situations on a weekly basis.
• Are responsible for coworkers' health and safety.
• Communicate with customers and coworkers daily by telephone.
• Often communicate with customers and coworkers in person and by e-mail.
• Write letters and memos on a monthly basis.
• Work in a group or as part of a team.

Physical work conditions

• Almost always work indoors.
• Are often exposed to contaminants when receiving and sorting orders from the mail.
• Often are exposed to very hot or cold temperatures. This can occur if they work in a warehouse.
• Work near their coworkers. They may share their work space, which can sometimes expose them to sounds and noise levels that are distracting.

Work performance

• Must be exact in their work so that customers receive their entire order.
• Repeat the same physical activities, such as entering order information into the computer.
• Regularly make decisions that affect customers.
• Are usually able to make decisions and determine tasks without talking to a supervisor.
• Must sometimes meet strict deadlines.

Hours/travel

• Usually work 40 hours per week.
• May work nights, weekends, and holidays, especially if working as a catalog order clerk.
• May work overtime during busy periods, especially around the winter holidays.

Physical demands

Order clerks frequently:

• Sit for long periods of time.

It is important for order clerks to be able to:

• See details of objects that are less than a few feet away.
• Speak clearly so listeners can understand.
• Understand the speech of another person.

It is not as important, but still necessary, for order clerks to be able to:

• Use fingers to grasp, move, or assemble very small objects.
• See details of objects that are more than a few feet away.
• See differences between colors, shades, and brightness.
• Focus on one source of sound and ignore others.
• Use stomach and lower back muscles to support the body for long periods without getting tired.
• Make fast, repeated movements of fingers, hands, and wrists.
• Use one or two hands to grasp, move, or assemble objects.

Skills and abilities

Order clerks need to:

Communicate

• Speak clearly so listeners can understand.
• Listen to others and ask questions.
• Understand written information.
• Understand spoken information.
• Read and understand work-related materials.
• Write clearly so other people can understand.

Reason and problem solve

• Notice when something is wrong or is likely to go wrong.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Follow guidelines to arrange objects or actions in a certain order.
• Develop rules that group items in various ways.
• Understand new information or materials by studying and working with them.
• Use reasoning to discover answers to problems.
• Make sense of information that seems without meaning or organization.
• Concentrate and not be distracted while performing a task.
• Judge the costs and benefits of a possible action.
• Combine several pieces of information and draw conclusions.

Use math and science

• Add, subtract, multiply, and divide quickly and correctly.
• Use math skills to solve problems.

Manage oneself, people, time, and things

• Check how well one is learning or doing something.
• Manage the time of self and others.

Work with people

• Look for ways to help people.
• Be aware of others' reactions and understand the possible causes.
• Change behavior in relation to others' actions.
• Persuade others to approach things differently.
• Solve problems by bringing others together to discuss differences.

Perceive and visualize

• Quickly and accurately compare letters, numbers, objects, pictures, or patterns.
• Identify a pattern (a figure, object, word, or sound) that is hidden in distracting material.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Office Support

Other programs of study to consider

• Data Entry and Processing

Training

To work as an order clerk, you typically need to:

• have a high school diploma or equivalent;
• complete formal training; and
• complete short-term, on-the-job training.

Education after high school

Many businesses, including construction supply require some formal education beyond high school. An Associate's degree is not required but most employers will require one or more college courses.

On-the-job training

Order clerks usually learn their skills on the job. You work with an experienced clerk who teaches you routine tasks and the computer system. As you gain experience, you work on more difficult tasks. Training generally lasts up to one month.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Office Procedures

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Employers prefer applicants who have a high school diploma or equivalent. They also prefer applicants who know how to use computers.

Employers look for applicants who get along well with others and have a pleasant phone personality.

Some employers will hire order clerks who do not have any experience. Other employers prefer to hire order clerks who have five to six years of experience.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Order Clerks 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

The minimum wage for Washington State as of January 1, 2020 is $13.50 per hour. Some areas of the state may have a higher minimum wage.

Salaries of order clerks vary. Region of the country, size of the city, and the type and size of employer all affect wages. The level of industry or technical knowledge required may also affect salary.

In addition to their salary, order clerks receive benefits. Sick leave, vacation, health insurance, and retirement plans are common.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Order clerks work in almost every industry.

Major employers:

• Internet and mail-order companies
• Courier services
• Wholesale trade companies

National outlook

Demand for this occupation is expected to show little to no change. Online shopping has reduced the need for order clerks. Online shopping is more automated and requires fewer clerks. Other office workers can now do the work that clerks have done in the past.

Despite the decline, many jobs will be available as current order clerks move to other occupations or retire. Some jobs in this occupation are seasonal.

Other resources

Washington Business Week 
PO Box 1170
Renton, WA 98057
253.237.3545

References

Career cluster

• Business Management and Administration

Career path

• Conventional (Business Operations)

O*Net  occupation

• Order Clerks (43-4151.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Contact Clerk (209.387-018) 
• Electrotype Servicer (659.462-010) 
• Film-rental Clerk (295.367-018) 
• Gas-distribution-and-emergency Clerk (249.367-042) 
• Order Clerk (249.362-026) 
• Order Clerk, Food and Beverage (209.567-014) 
• Order-control Clerk, Blood Bank (245.367-026) 

Holland occupational cluster

• Conventional/Enterprising/Social

COPSystem

• Clerical