Job description for a warranty service 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 “Order Intake Clerk” (Ukrainian official occupation name: «Приймальник замовлень»), code ДК 003:2010 — 4132. Area of work: intake of warranty service requests and complaints. Structural unit: ____________________.

1.2. The employee belongs to the category of “clerical support staff” and reports directly to the head of the service area or the store manager. The workplace and working schedule are determined by the employment contract and internal labor regulations.

1.3. The employee is hired and dismissed by the employer’s order on the grounds and in the manner prescribed by labor legislation. Before starting work, the employee is informed of 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 is required. The employee is trained in the rules for receiving warranty service requests and complaints, preparing documents, and safeguarding 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 labor regulations, the employer’s lawful orders, this instruction, and approved documents of their unit.

1.6. The employee must know: consumer rights regarding product defects, the applicable warranty service procedure, rules for accepting and handing over property and documents; the limits of their authority, the procedure for monitoring time limits, and protection of the applicant’s data.

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

1.8. The employee works in the Torgsoft accounting program under their own account and within the rights granted. They do not share their password with others or change data beyond their authority, and they report identified errors to the responsible employee. Access to personal data is limited to the performance of job duties.

2. Tasks and duties

2.1. Receives warranty service requests and complaints, clarifies the product, the reported defect, and the consumer’s request; records the request without independently determining the cause of the breakdown.

2.2. Checks the documents provided and information about the purchase and warranty within the applicable requirements. Takes into account permitted paper and electronic documents and does not impose additional unlawful conditions for accepting a claim.

2.3. Documents product intake by describing its name, identifying characteristics, completeness, external condition, reported defect, and documents received; provides the consumer with appropriate confirmation.

2.4. Explains the agreed procedure for reviewing the request and how to receive the result; refers issues concerning a disputed warranty, examination, or refusal to an authorized person.

2.5. Ensures the accepted product is identified, safeguarded, and stored separately; does not use it for personal needs, demonstration, or sale.

2.6. Hands over the product and documents to the authorized service unit or contractor, confirming completeness and condition; keeps a record of the date and recipient.

2.7. Tracks the progress of the request and applicable time limits, promptly informs the manager of any risk of missing them, and provides the consumer with verified information.

2.8. Receives the properly documented result from the service provider, checks that it relates to the accepted product and that the documents are complete; does not replace the contractor’s conclusion with their own assumption.

2.9. Arranges implementation of the agreed lawful decision concerning repair, replacement, or another consumer request; refers settlement matters to the authorized employee.

2.10. At collection, verifies the recipient, product, completeness, and documents, provides information about the work performed, and records the handover in the established manner.

2.11. Keeps request materials and uses personal data only to process the request. Does not approve paid work in place of warranty work without proper grounds, authority, and the consumer’s expression of will.

2.12. Registers the accepted product in Torgsoft’s «Ремонт» mode (Repair mode): verifies the customer, product, description of the reported problem, completeness, and agreed time limit; checks the receipt before handing it to the consumer.

2.13. Updates the request status in Torgsoft based on confirmed information about handover, result, and product collection. Checks the warranty record against the consumer’s documents; the record itself or its absence does not replace verification of the lawful grounds for the claim.

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

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

3. Rights

3.1. Receive from the manager and responsible employees the documents, reliable information, and explanations needed to perform the job function, within the established access limits.

3.2. Require the provision of serviceable equipment, proper working conditions, necessary materials, and personal protective equipment where required for the work.

3.3. Report violations and make proposals concerning work organization, safeguarding property, safety, and improving service; have such proposals considered by the manager.

3.4. 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. Exercise the right to remuneration, rest, vocational training, and protection of labor rights in accordance with the law. Provide explanations regarding the circumstances of violations before a decision on a disciplinary sanction 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 the manner and within the limits established by law. Disciplinary sanctions are applied in compliance with the prescribed procedure.

4.2. Material liability arises only 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 compensation for shortages, or the employer’s right to withhold money from wages outside the grounds and procedure prescribed by law.

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

5. Job-related working relationships

5.1. Receives from the manager the handover procedure and limits of authority, and informs them about disputed requests and deadlines.

5.2. Verifies purchase information with the sales clerk, intake and work results with the service unit, and safeguarding of property with the warehouse; refers refund matters to the employee responsible for settlements.

5.3. Hands over unfinished matters and work results to the employee designated by the manager. Records the transfer of documents, products, money, or other valuables in the established manner; 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 upon in accordance with the law that allows acknowledgment to be confirmed.

6.2. Amendments to the instruction are approved by the employer’s order in compliance with labor legislation and applicable provisions concerning 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 the instruction is kept by the person responsible for personnel records. The employee is given the opportunity to review the current instruction and obtain a copy.

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

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

I have read and understood the instruction: first name and surname ____________________ signature ____________ date ____________

Regulatory framework

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