About this role
OFFICE ASSOCIATE (OA) – JOB INSTRUCTION
Purpose of the Position
The Office Associate supports daily Shipping operations by preparing and processing paperwork, monitoring routes and truck schedules, communicating with drivers and dispatch, and ensuring orders are accurately processed through the required systems.
The OA must be dependable, organized, professional, comfortable using computers, and able to learn new systems and processes quickly.
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Basic Skills & Qualifications
An Office Associate should be able to:
- Type efficiently and accurately.
- Navigate a computer and use the internet confidently.
- Use Microsoft Word proficiently.
- Send clear, professional emails.
- Be willing and able to learn Microsoft Excel .
- Be willing and able to learn Microsoft PowerPoint .
- Learn new computer programs and processes quickly.
- Multitask while maintaining accuracy.
- Communicate professionally with drivers, dispatchers, leadership, and associates.
- Work well as part of a small team.
- Maintain a positive and professional attitude.
- Be flexible when routes, schedules, priorities, or workload change.
- Ask questions when unsure instead of making assumptions.
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DAILY OA RESPONSIBILITIES
1. Order Puller Paperwork
- Prepare paperwork needed by Order Pullers.
- Ensure paperwork is complete and accurate before distributing it.
- Organize paperwork by route as required.
- Make sure Order Pullers receive the correct paperwork for their assignments.
- Correct or report paperwork discrepancies before the order is processed.
2. Route Verification
- Review the day's routes.
- Verify that routes are correct and complete.
- Check for route changes throughout the shift.
- Update route changes when necessary.
- Communicate important route changes to the appropriate associates and leadership.
- Pay close attention to truck arrival times and scheduled departure times.
3. Truck & Dispatch Communication
The OA is responsible for actively monitoring scheduled trucks.
Before Scheduled Arrival
Approximately 15 minutes before a truck's scheduled arrival , contact dispatch by phone or email when required to verify the truck's status.
Communication should be professional and include:
- Route or truck information
- Scheduled arrival time
- Request for current truck status or ETA when necessary
Late Trucks
If a truck has not arrived by its scheduled time:
- Contact dispatch promptly.
- Request an updated ETA.
- Document or communicate the updated information as required.
- Inform Shipping leadership of significant delays.
- Continue following up when necessary until the truck arrives or another direction is provided.
Do not assume a truck is on the way. Communicate and verify.
4. Driver Window
- Greet drivers professionally when they arrive at the Shipping window.
- Verify the driver's route/load information.
- Collect or provide required paperwork.
- Give clear instructions when needed.
- Contact leadership when there is a problem or discrepancy.
- Maintain professional communication even during busy periods or delays.
5. WMS
The OA must learn and correctly use WMS .
Responsibilities include:
- Scan orders into WMS.
- Verify that the correct order is being processed.
- Check information before completing transactions.
- Report system or order discrepancies.
- Maintain accuracy when entering or scanning information.
6. AS400 – Driver Bill Out
The OA must learn how to properly bill out drivers using AS400 .
Before completing the bill-out process:
- Verify the correct driver/load.
- Verify route information.
- Confirm required paperwork is complete.
- Enter the required information accurately.
- Complete the bill-out process according to Shipping procedures.
Accuracy is critical. If information does not match, stop and verify before completing the transaction.
7. CP Tags
The OA must learn how to create CP Tags .
Responsibilities include:
- Enter the correct information.
- Verify route/order information before creating the tag.
- Print the correct tag.
- Check the tag for accuracy before releasing it for use.
- Correct or report errors immediately.
8. Toyota Supplier Packing Lists
The OA must learn how to access the Toyota Supplier system/portal and retrieve required packing lists.
Responsibilities include:
- Log into the appropriate Toyota Supplier system.
- Locate the correct shipment/order.
- Retrieve the correct packing list.
- Print or save the packing list as required.
- Verify that the packing list matches the correct route/load.
- Provide the packing list to the appropriate person or driver.
9. Email Communication
OAs are expected to send professional workplace emails.
Emails should:
- Have a clear subject line.
- State the reason for the email.
- Include the route/load/truck information when applicable.
- Include the scheduled time when discussing transportation.
- Clearly state what information or action is needed.
- Be professional and easy to understand.
- Be reviewed for accuracy before sending.
Example:
Subject: Route DN52 – Truck Status
Good morning,
The DN52 truck is scheduled to arrive at 10:00 AM. Can you please provide the current status and ETA for this truck?
Thank you.
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SYSTEMS & COMPUTER KNOWLEDGE
The Office Associate will be trained and expected to become proficient in:
System / Program Expected Knowledge Microsoft Word Required Email Required Internet Navigation Required Microsoft Excel Must be willing and able to learn Microsoft PowerPoint Must be willing and able to learn WMS Must learn and become proficient AS400 Must learn and become proficient Toyota Supplier Portal Must learn and become proficient CP Tag Process Must learn and become proficient
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COMMUNICATION EXPECTATIONS
The OA communicates with several groups throughout the shift, including:
- Order Pullers
- Drivers
- Dispatch
- Shipping Associates
- Team Leaders
- Section Leaders
- Other Office Associates
Communication must remain:
Professional • Clear • Respectful • Timely • Accurate
When there is a problem, the OA should communicate early rather than waiting for the issue to become larger.
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TEAMWORK EXPECTATIONS
Because the OA group is a small working team , each OA must:
- Work well with others.
- Communicate respectfully.
- Help teammates when workload increases.
- Share important information between shifts/OAs.
- Avoid unnecessary conflict or negativity.
- Be willing to learn from other team members.
- Accept coaching and feedback professionally.
- Be flexible when responsibilities need to change.
- Understand that successful Shipping operations require teamwork.
The goal is not only to complete individual assignments but to make sure the entire Shipping office operates successfully.
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KEY OA PRIORITIES
The Office Associate should always focus on:
- Safety
- Accuracy
- Truck and route timing
- Communication
- Customer/driver service
- Paperwork accuracy
- System accuracy
- Teamwork
Stop – Verify – Communicate
If an OA is unsure about a route, order, driver, packing list, CP Tag, WMS transaction, AS400 transaction, or other Shipping process:
STOP – VERIFY – COMMUNICATE
Do not guess or process information that has not been verified.
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TRAINING EXPECTATION
A newly assigned Office Associate is not expected to know every Shipping system immediately. However, the associate is expected to:
- Take notes during training.
- Ask questions.
- Practice the process.
- Retain previously taught information.
- Accept coaching.
- Show continuous improvement.
- Become increasingly independent.
- Demonstrate the ability to learn new processes quickly.
The goal of OA training is for the associate to become capable of completing normal daily Shipping office responsibilities accurately and independently.