Loftis Steel & Aluminum, Inc. is one of the Southeast's premier metal service centers, specializing in aluminum, stainless steel, carbon steel, brass, copper, bronze, and specialty alloys. We take pride in delivering reliable service, accurate order fulfillment, and a professional customer experience. We value team members who are dependable, detail-oriented, and take pride in doing the job right.
Position Summary
The Customer Experience Associate (Will Call) is responsible for creating a professional, efficient, and welcoming experience for customers picking up orders at our Will Call counter. This position supports the daily flow of customer pickups by processing paperwork, payments, certifications, order updates, and communication between customers, sales, shipping, and warehouse teams.
This is a customer-facing administrative and coordination role. The ideal candidate is organized, detail-oriented, dependable, and comfortable handling multiple priorities in a fast-paced environment.
About You
- You enjoy working with customers and providing helpful, professional service.
- You take pride in accuracy, follow-through, and clear communication.
- You stay calm and organized when several things are happening at once.
- You are comfortable using computers, office systems, scanners, and basic business software.
- You work well with sales, shipping, warehouse, and administrative teams.
- You understand that paperwork, timing, and communication all affect the customer experience.
- You are dependable, courteous, and willing to learn.
Key Responsibilities
Customer Service & Will Call Support
- Greet and assist walk-in customers in a professional and friendly manner.
- Confirm pickup details, process customer payments, and complete the necessary paperwork to support a smooth Will Call experience.
- Provide material certifications and supporting documentation when requested.
- Answer basic customer questions or connect customers with the appropriate salesperson or department.
- Communicate with sales, shipping, and warehouse teams regarding order status, special instructions, or customer requests.
- Resolve customer concerns courteously or escalate issues to management as needed.
Shipping, Pickup & Logistics Coordination
- Coordinate with warehouse, shipping, sales, and carriers regarding pickup status, delivery schedules, and customer instructions.
- Provide shipment or pickup updates to customers and internal teams.
- Help ensure required paperwork, labels, certifications, and supporting documents are accurate and available for customer pickups or shipments.
- Communicate delays, missing information, or special handling requests to the appropriate team members.
Order Processing & Coordination
- Scan order barcodes to update order status, including Ready for Pickup and Picked Up.
- Review orders, paperwork, and pickup details for accuracy.
- Help maintain an organized and efficient flow of Will Call pickups throughout the day.
- Notify appropriate team members of missing paperwork, unclear instructions, or customer issues.
Documentation & Administrative Accuracy
- Prepare, organize, and maintain Will Call paperwork, certifications, shipping documents, and transaction records.
- Ensure customer documents are complete, accurate, and filed appropriately.
- Maintain accurate records related to customer pickups, payments, and order status updates.
- Follow company procedures for documentation, payment handling, and customer order processing.
Communication & Team Collaboration
- Partner with sales, shipping, warehouse, and administrative teams to support smooth order flow.
- Communicate clearly and professionally with internal teams and customers.
- Support other administrative or customer service needs during peak periods.
- Identify recurring issues and suggest practical ways to improve the Will Call process.
Skills & Requirements
Customer Service & Communication
- Clear, courteous verbal and written communication skills.
- Professional phone, email, and in-person communication.
- Ability to remain patient and helpful in a busy customer-facing environment.
Technical Skills
- Working knowledge of Microsoft Office, including Word, Excel, and Outlook.
- Experience with ERP or order entry software preferred.
- Comfortable using barcode scanners, tablets, payment systems, and basic office equipment.
- Ability to learn internal systems and follow established procedures.
Organization & Accuracy
- Strong attention to detail.
- Ability to manage paperwork, payments, certifications, and order updates accurately.
- Good time management skills in a fast-paced environment.
- Solid basic math and data accuracy skills.
Teamwork & Dependability
- Reliable, adaptable, and supportive of team goals.
- Willingness to ask questions, learn processes, and follow through.
- Ability to work independently while staying connected with the team.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
