Job Description for a Repair Order Intake Clerk

Employer name: ____________________

APPROVED
Manager’s position ____________________
Signature ____________ First name and surname ____________________
Date ____________________

JOB DESCRIPTION No. ____________
Place of preparation ____________________

1. General provisions

1.1. This instruction defines the tasks, duties, rights, responsibilities, and working relationships of the employee in the occupation “Repair Order Intake Clerk,” code ДК 003:2010 — 4132. Scope of work: intake and handover of repair orders. Structural unit: ____________________.

1.2. The employee belongs to the “clerical support staff” category and reports directly to the repair technician or head of the service unit. The workplace and working schedule are determined by the employment contract and internal work rules.

1.3. The employee is hired and dismissed by order of the employer on the grounds and in accordance with the procedure prescribed by labor legislation. Before starting work, the employee is familiarized with the job function, working conditions, and this instruction.

1.4. Qualification requirements: complete general secondary and vocational education, or complete general secondary education and vocational training at the workplace; no work experience requirements. The employee receives training in the rules for accepting orders and recording property handed over.

1.5. In their work, the employee is guided by the legislation of Ukraine, applicable trade and occupational safety rules, the employment contract, internal work rules, lawful orders of the employer, this instruction, and approved documents of their unit.

1.6. The employee must know: the agreed list of repair services, the procedure for concluding and fulfilling an order, rules for safeguarding property and documents, consumer rights, the boundaries between warranty and paid repairs, the procedure for transferring work to a technician, and the protection of customer data.

1.7. During the employee’s absence, their duties are performed by a person appointed by order of the employer, subject to qualification and work authorization requirements, the employee’s consent, and payment for substitution in cases prescribed by law. Transfer of duties does not automatically grant access to the accounting system.

1.8. The employee works in the Torgsoft accounting program using their own account and within the access rights granted. They must not disclose their password to others or change data beyond their authority, and must report any errors they identify to the responsible employee. Access to personal data is limited to the performance of job duties.

2. Tasks and duties

2.1. Receives repair requests and complaints, clarifies the customer’s wishes and reported faults, and provides accurate information about available services and the diagnostic procedure.

2.2. Inspects the goods within the scope of the assigned external inspection, records the name, identifying features, completeness, visible condition, and documents handed over, without stating an unconfirmed diagnosis.

2.3. Checks whether a request or complaint needs to be referred for warranty review; does not record a warranty claim as a paid order merely to simplify accounting.

2.4. Prepares an intake document stating the agreed scope of the initial task, the terms for determining the price, the deadline or procedure for agreeing on it, and the parties’ contact details; provides confirmation to the customer.

2.5. Hands the goods and order information to the technician with proper confirmation and ensures the property is identified and safeguarded until handover.

2.6. Communicates to the customer the diagnostic results prepared by the technician and the proposed scope, cost, and timeframe; records the customer’s consent before any additional paid work is performed.

2.7. Monitors transfer and completion deadlines, informs the manager of delays, and ensures that the customer is informed as agreed without making false promises.

2.8. Receives the repaired goods and documents from the technician and verifies the identification, completeness, and information about the work performed.

2.9. At handover, verifies the recipient, transfers the goods and relevant documents, and arranges a demonstration of the result by a competent employee where needed.

2.10. Accepts payment only if separately authorized, in accordance with the lawful payment and document-issuance procedure; transfers funds and confirmation to an authorized person.

2.11. Records the handover and completion of the order and retains supporting materials; refers repeat complaints to the manager and does not refuse to accept them at their own discretion.

2.12. Records the order in the “Ремонт” mode (Repair mode) of the Torgsoft program, verifies customer and goods details, completeness, the reported problem, and the agreed timeframe; prints and checks the intake receipt.

2.13. Records confirmed changes in the order status in Torgsoft and checks information about agreed work and materials against the technician’s documents. Before handover, verifies that the price and payments are consistent with an authorized employee.

2.14. Completes the training and occupational safety briefings required for the work, as well as mandatory medical examinations in cases prescribed by law. Uses serviceable equipment and issued protective equipment as intended.

2.15. Immediately informs the direct manager of any threat to life or health, accident, fire, injury, or malfunction. In a hazardous situation, stops the dangerous work, follows the response and evacuation plan, and does not endanger themselves or others.

3. Rights

3.1. To receive from the manager and responsible employees the documents, accurate information, and explanations necessary to perform the job function, within the established access rights.

3.2. To require serviceable equipment, proper working conditions, necessary materials, and personal protective equipment where required for the work.

3.3. To report violations and submit proposals concerning work organization, safeguarding property, safety, and improving customer service, and to have the manager consider such proposals.

3.4. To refuse assigned work if a work situation arises that is dangerous to the life or health of the employee, people around them, the working environment, or the natural environment, immediately notifying the direct manager or employer.

3.5. To exercise the right to remuneration, rest, vocational training, and protection of labor rights in accordance with legislation. To provide explanations about the circumstances of violations before a decision on disciplinary action is made.

4. Responsibility

4.1. For culpable failure to perform or improper performance of job duties, breaches of labor discipline, and violations of occupational safety requirements, the employee is liable in accordance with the procedure and within the limits established by law. Disciplinary sanctions are applied in compliance with the prescribed procedure.

4.2. Material liability arises where the grounds and conditions prescribed by law exist, for direct actual damage caused by culpable unlawful acts or omissions. Its type and limits are determined by law; the mere fact of a shortage is not grounds for automatically imposing full material liability.

4.3. This instruction does not establish monetary fines, additional disciplinary sanctions, unconditional reimbursement of shortages, or the employer’s right to deduct money from wages outside the grounds and procedure prescribed by law.

4.4. For violations of rules on safeguarding documents, accounting data, property, and confidential information, the employee is liable where at fault, within the limits established by law.

5. Working relationships

5.1. From the technician, receives confirmed information on work status, cost, and deadlines for agreement; to the technician, hands over the goods, task, and customer’s decision.

5.2. Coordinates the appropriate referral route for requests and complaints with the person responsible for warranty service, safeguarding of property with the warehouse, and documents and payment with the cashier and accounting department.

5.3. Hands over unfinished matters and work results to the employee designated by the manager. Records the transfer of documents, goods, funds, or other valuables in accordance with the established procedure and reports unresolved discrepancies.

6. Final provisions

6.1. This instruction takes effect after approval by the employer. Before starting the relevant work, the employee acknowledges it by signature or by another method agreed in accordance with law that makes it possible to confirm acknowledgment.

6.2. Amendments to this instruction are approved by order of the employer in compliance with labor legislation and the applicable provisions of martial law. Amending the instruction does not replace the proper formalization of a change in job function, transfer, or change in essential working conditions.

6.3. A copy of this instruction is kept by the person responsible for personnel documents. The employee is given the opportunity to review the current instruction and receive a copy.

Prepared by: position ____________ signature ____________ first name and surname ____________________ date ____________

Agreed by: position ____________ signature ____________ first name and surname ____________________ date ____________

Instruction acknowledged by: first name and surname ____________________ signature ____________ date ____________

Regulatory framework

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