Will Call Customer Service Ops Associate

Will Call Customer Service Associate

We are actively hiring for Will Call Customer Service Associate for our location in Torrance, CA.

Shift: Monday - Friday 9am - 5:30pm

Essential Functions/Responsibilities:

• Assist HD, Sales, Team Leads and IRS team with Will Call and production complaints- Open a PT, and alert IRS team with QC issues at Will Call counter
• Coordinate with key production personnel and HD, Sales, Team Leads and IRS team to identify items that will not meet deadline for shipping or delivery
• Follow up with production items that are delayed/late
• Communicate in timely fashion information about late items to customer facing groups
• Order/Item identifiers and basics (ie JO Number, Item Number, Original due date)
• Actions taken to make sure items are fulfilled the soonest possible time (if applicable)
• Stop production if serious product defects are detected
• Participate in the development of product specifications
• Communicate and follow up with customer facing groups on information that production needs to fulfill orders
• Coordinate with key production personnel customer requests and communicate whether such requests can be granted
• Upgrades and downgrades with orders (e.g. changes in quantity, stock, TAT, shipping method)
• Provide feedback on identified issues/concerns that need to be addressed and when capable provide suggestions or be part of a team to address concerns and improve processes. This includes escalating concerns to leadership when deemed necessary
• Must be proactive with completing other duties as assigned

Knowledge/Skills/Abilities:

• Quality Assurance & printing experience
• PrePress, Design knowledge
• Excellent analytical, problem solving and decision making skills
• Proficient Communicator (excellent verbal and written communication skills)
• Excellent prioritization and time management skills Excellent computer skills (Excel, MS Office)
• Can navigate and use relevant functionalities in IMS while including downloading of reports
• Is customer-centric and has a positive / can-do attitude
• Standing/Walking (at least 50% of shift)
• Lifting/Pushing/Pulling up to 40lb.
• Sitting in front of computer (at least 50% of shift)