Rear Will Call Associate

Rear Will Call Associate

Employer Information

Organization Name: Lohmiller & Company dba Carrier West

About Our Organization

Lohmiller & Company dba Carrier West has been a leading HVAC (Heating, Ventilation & Air Conditioning) distributor throughout the Rocky Mountain region for more than 30 years. We partner with contractors, engineers, and developers to provide industry-leading comfort solutions for commercial and residential applications. Our success is built on exceptional people, outstanding customer service, and quality products.

We are a drug-free workplace. Pre-employment and other routine drug screenings are mandatory.

We are proud to have been recognized by The Denver Post as one of the Top Places to Work in 2012, 2013, 2014, 2015, 2017, 2018, 2019, 2020, 2021, 2023, 2024, 2025, and 2026.

Lohmiller & Company is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination and harassment.

Benefits

• Competitive Pay
• Medical, Dental & Vision Insurance
• Health & Wellness Programs
• Paid Time Off & Company Holidays
• 401(k) Retirement Plan

Relocation expenses are not included with this position.

Behaviors Contributing to Our Success

Our team members are expected to:

• Demonstrate integrity in every interaction.
• Treat customers and coworkers with dignity and respect.
• Address issues promptly, professionally, and honestly.
• Build trust through accountability and teamwork.
• Foster a positive, challenging, and rewarding work environment.
• Make decisions based on facts and sound judgment.
• Embrace change as an opportunity for continuous improvement.
• Pursue personal and professional development.
• Take ownership of customer satisfaction and operational excellence.

Position Information

Department: Logistics / Warehouse Operations

Reports To: Rear Will Call Associate

Location: Denver, CO

FLSA Status: Full-Time (Monday-Friday; occasional overtime or after-hours support may be required)

Position Summary

The Rear Will Call Associate serves as the primary warehouse contact for customers picking up Will Call and Will Call Express orders. This role combines exceptional customer service and order entry with warehouse operations to ensure every customer receives the correct product quickly, accurately, and professionally.

The Rear Will Call Associate is responsible for placing, pulling, staging, verifying, and loading customer orders while maintaining a safe, organized warehouse environment. This individual works closely with the Sales, Logistics, and Warehouse teams to minimize customer wait times and create an outstanding customer experience.

Success in this role requires a strong sense of urgency, excellent communication skills, attention to detail, and a growing knowledge of HVAC products and warehouse processes.

Qualifications

Required

• High School Diploma or GED
• Minimum of 2 years of warehouse, customer service, or distribution experience
• Ability to lift up to 75 pounds repeatedly throughout the workday
• Forklift certification or ability to obtain certification
• Strong attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Strong customer service skills
• Ability to work independently and within a team environment

Preferred

• 2-3 years of HVAC distribution experience
• Experience with warehouse management systems
• Experience using Prophet 21 (P21)
• Experience using Latitude WMS
• Forklift operation experience
• Basic computer proficiency including Microsoft Outlook, Excel, and Word

Preferred Knowledge, Skills & Abilities

• Strong customer service and interpersonal skills
• Excellent verbal communication
• Ability to prioritize multiple customer requests
• Basic HVAC product knowledge with willingness to continuously learn
• Strong problem-solving abilities
• Warehouse inventory management experience
• Safe material handling practices
• Time management and organizational skills
• Ability to maintain professionalism during busy customer periods
• Commitment to safety and operational excellence

Essential Job Responsibilities

Customer Service

• Deliver an exceptional customer experience during every customer interaction.
• Greet customers promptly and professionally upon arrival.
• Verify customer identity and order information before releasing merchandise.
• Assist contractors with loading materials safely and efficiently.
• Communicate order status and expected wait times when necessary.
• Resolve customer concerns professionally or escalate issues appropriately.
• Build positive relationships with repeat customers and contractors.
• Represent Lohmiller & Company professionally at all times.

Warehouse Operations

• Pull and stage Will Call and Will Call Express orders accurately and efficiently.
• Prioritize Express Will Call orders to minimize customer wait times.
• Perform quality inspections of all products prior to customer pickup.
• Verify quantities, serial numbers, and product condition before releasing orders.
• Maintain organized staging areas for customer pickups.
• Restock warehouse inventory as required.
• Assist with receiving and put-away operations during slower customer periods.
• Maintain warehouse cleanliness and organization.
• Operate forklifts and other material handling equipment safely.
• Follow all warehouse safety procedures.

Order Accuracy & Inventory

• Achieve company order accuracy goals.
• Audit pulled orders for completeness.
• Perform open order audits.
• Document shortages, damages, substitutions, and customer notes accurately.
• Utilize Latitude WMS and Prophet 21 to process warehouse transactions.
• Assist with cycle counts and inventory accuracy initiatives.
• Report inventory discrepancies promptly.

Product Knowledge

• Develop a strong understanding of HVAC equipment, accessories, and replacement parts.
• Assist customers in locating products.
• Recommend complementary products when appropriate.
• Participate in vendor product training.
• Maintain current knowledge of new Carrier, Bryant, and Totaline products.
• Support customers with basic product identification and applications while referring technical questions to appropriate personnel when necessary.

Teamwork & Communication

• Work collaboratively with Sales, Purchasing, Warehouse, and Logistics teams.
• Maintain open communication regarding order status and customer needs.
• Respond promptly to emails, messages, and internal communications.
• Support coworkers during periods of high customer volume.
• Participate in daily operational meetings and safety discussions.

Key Performance Indicators (KPIs)

Performance in this position may be measured by:

• Customer satisfaction
• Will Call customer wait time
• Order accuracy
• Express order turnaround time
• Inventory accuracy
• Warehouse organization and cleanliness
• Safety performance
• Productivity
• Attendance and reliability
• Training completion

Training & Development

The Rear Will Call Associate is expected to continuously improve product knowledge and operational expertise by participating in:

• Warehouse onboarding and operational training
• Latitude Warehouse Management System training
• Prophet 21 (P21) training
• FAP Certification courses
• CAD training
• AD educational courses
• Carrier University training
• Bryant University training
• Totaline product training
• Vendor-sponsored technical training
• Company Level Program
• Monthly training goals established by management (minimum of 8 hours per month)

Physical Requirements

This position regularly requires the employee to:

• Stand and walk for extended periods.
• Frequently lift, carry, push, and pull materials weighing up to 75 pounds.
• Operate forklifts and warehouse equipment.
• Bend, stoop, kneel, and reach throughout the workday.
• Work in varying warehouse temperatures.
• Safely load customer vehicles, trucks, and trailers.

Success in This Role

The ideal Rear Will Call Associate is passionate about customer service, thrives in a fast-paced warehouse environment, takes pride in order accuracy, and continually develops HVAC product knowledge. This individual understands that every customer interaction reflects Lohmiller & Company and plays an important role in delivering an exceptional customer experience while supporting efficient warehouse operations.

This version clearly distinguishes the Rear Will Call Associate from a traditional counter sales role by emphasizing:

• 70% Warehouse Operations
• 30% Customer-Facing Service
• Will Call & Will Call Express fulfillment
• Latitude WMS and P21 proficiency
• Product knowledge and contractor support
• Warehouse KPIs and order accuracy
• Safety, teamwork, and operational excellence