Will Call Lead

Tool Country, Inc.•Denver, CO

8d•$22 - $25

About The Position

The Will Call Lead is the face of Tool Country’s front desk operations, ensuring a smooth and professional experience for walk-in and Will Call customers. This role facilitates customer pickups, coordinates order readiness, and maintains accurate data throughout the process. Success in this role requires strong attention to detail, excellent communication skills, and a proactive approach to customer service and order management. You will work closely with the sales and warehouse teams to exceed customer expectations by ensuring orders are accurate and processed efficiently. While most duties are indoors, occasional outdoor assistance is required when helping customers load their orders.

Requirements

Experience in customer service, front desk operations, or order fulfillment.
Strong organizational and communication skills.
Ability to multitask and remain calm under pressure.
Problem-solving skills and ability to adapt to changing priorities
Show strong teambuilding and interpersonal skills.
Ability to work effectively with a wide range of constituents.
Comfortable working with technology, PCs and software systems including but not limited to Microsoft Office programs and Outlook.
High School diploma or equivalent required.
Must possess a valid Driver’s License and excellent driving record.
Ability to read, write, speak and understand the English language fluently, and communicate verbally and in writing at a professional level.

Nice To Haves

Knowledge of tools, safety products, or construction supply is beneficial.
Spanish-speaking ability is considered an asset.
Experience with Oracle NetSuite is highly desirable.

Responsibilities

Greet and assist customers with professionalism and urgency.
Verify order details, confirm identity, and ensure proper documentation is completed.
Communicate clearly with customers regarding order status, delays, or substitutions.
Maintain a clean, organized, and welcoming front desk environment.
Manage Will Call queue in NetSuite and ensure orders are staged and ready for pickup.
Assist with late pickups by contacting customers to confirm pickup dates and times.
Monitor the main line phone and connect customers with appropriate departments.
Update order statuses, confirm fulfillment, and close out transactions in NetSuite.
Flag and resolve discrepancies in order details, quantities, or customer information.
Coordinate with warehouse and CSR team to ensure timely staging and accuracy.
Provide high-level customer service, resolving issues with empathy and efficiency.
Educate customers on product features, safety standards, and usage when applicable.
Offer alternative solutions or substitutions when items are unavailable or delayed.
Maintain accurate records of pickups, customer interactions, and order adjustments.
Ensure all Will Call documentation is properly filed and accessible.
Assist in tracking and reporting Will Call metrics for team performance reviews.
Act as a liaison between front desk, warehouse, and CSR team to streamline operations.
Take ownership of Will Call processes and suggest improvements for efficiency.
Participate and complete Will Call merchandising tasks
Participate in team meetings and contribute to a culture of accountability and service excellence.