Will Call Customer Service Ops Associate

Digital Room; Los Angeles (CA); On-site; USD 38,000 - 48,000; Full time

Job summary

Digital Room is actively hiring for a Will Call Customer Service Associate at our Torrance, CA location. The role supports will-call operations, coordination with production and customer-facing teams, and timely communication on orders and issues.

The ideal candidate has QA/printing experience, strong communication, and solid Excel/IMS proficiency to ensure accurate order fulfillment and timely problem resolution.

Qualifications

• Experience in QA & printing environments.
• Knowledge of prepress and design concepts.
• Strong analytical, problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• Strong prioritization and time management.
• Proficiency with Excel and MS Office.
• Ability to navigate IMS and download reports.
• Customer-centric approach with positive attitude.

Responsibilities

• Assist will call with production and QC issues; open a PT, alert IRS team to QC issues at Will Call counter.
• Coordinate with production, HD, Sales, Team Leads and IRS to identify items at risk of missing deadlines.
• Follow up on delayed items and communicate status to customer-facing groups.
• Capture item identifiers (JO, Item Number, Original due date) and track progress.
• Take actions to fulfill orders as quickly as possible; escalate defects when needed.
• Stop production for serious product defects and participate in defining specs.
• Communicate needs to production and customer-facing teams; follow up on requests.
• Update on upgrades/downgrades, quantities, stock, and shipping methods.

Skills

Quality Assurance & printing

PrePress & design

Analytical thinking

Communication skills

Time management

MS Office & Excel

IMS familiarity

Customer-centric mindset

Tools

IMS software

Job description

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)

For further information on the digital room, please explore our website www.digitalroominc.com