Will Call Customer Service Ops Associate

Essential Functions/Responsibilities

• Aid 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 IRS team to identify items that will not meet deadlines for shipping or delivery.
• Follow up with production items that are delayed/late and communicate information to customer-facing groups.
• Order/Item identifiers and basics (JO Number, Item Number, Original due date).
• Take actions 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 production needs to fulfill orders.
• Coordinate with key production personnel on customer requests and determine if they can be granted.
• Handle upgrades and downgrades with orders (e.g., changes in quantity, stock, TAT, shipping method).
• Provide feedback on identified issues/concerns and suggest improvements or work with teams to address them.
• Escalate concerns to leadership when necessary.

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.
• Strong computer skills (Excel, MS Office).
• Ability to navigate and use relevant functionalities in IMS while downloading reports.
• Customer-centric and positive attitude.

Physical Requirements

• Standing/Walking (at least 50% of shift).
• Lifting/Pushing/Pulling up to 40lb.
• Sitting in front of computer (at least 50% of shift).