Will Call Customer Service Ops Associate
Digital Room · Los Angeles, California, United States · 1 wk ago
OTHRFull-time
About the role
We are hiring a Will Call Customer Service Associate for our Torrance, CA location.
Schedule
Monday - Friday, 9:00 AM - 5:30 PM
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 the Will Call counter
- Coordinate with key production personnel and HD, Sales, Team Leads, and IRS team to identify items that will not meet deadlines for shipping or delivery
- Follow up on production items that are delayed or late
- Communicate in a timely fashion information about late items to customer-facing groups, including:
- Order/item identifiers (e.g., JO Number, Item Number, original due date)
- Actions taken to ensure items are fulfilled as soon as possible (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 production needs to fulfill orders
- Coordinate with key production personnel on customer requests and communicate whether such requests can be granted
- Handle upgrades and downgrades with orders (e.g., changes in quantity, stock, TAT, shipping method)
- Provide feedback on identified issues or concerns, suggest improvements, and escalate concerns to leadership when necessary
- Proactively complete other duties as assigned
Requirements
- Quality Assurance and printing experience
- PrePress and design knowledge
- Excellent analytical, problem-solving, and decision-making skills
- Proficient communicator (excellent verbal and written communication skills)
- Excellent prioritization and time management skills
- Strong computer skills (Excel, MS Office)
- Ability to navigate and use relevant functionalities in IMS, including downloading reports
- Customer-centric with a positive, can-do attitude
Physical Demands
- Standing/walking (at least 50% of shift)
- Lifting/pushing/pulling up to 40 lbs
- Sitting in front of a computer (at least 50% of shift)