Will Call Lead at Tool Country – Denver, Colorado

Position Title: Will Call Lead

Classification: Non-Exempt

Reports To: Customer Experience Manager

Pay/Compensation: $22-$25/hour

Date Created: 2025

Summary/Objective:

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.

Key Responsibilities:

Customer Interaction & Front Desk Operations

• 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.

Order Coordination & NetSuite Management

• 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.

Customer Service & Problem Resolution

• 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.

Data Accuracy & Documentation

• 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.

Team Collaboration & Ownership

• 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.

Work Environment:

• Sitting, standing and walking intermittently throughout the day may stand for long periods.
• Use office equipment such as a computer, mouse, keyboard, printer.
• Exposure to warehouse operations with noise levels that may vary and include large trucks, forklifts, groups of construction workers, etc.
• Ability to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop kneel, crouch or crawl, talk or hear.
• Use specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Occasionally lift or move up to 50 pounds.

Competencies:

• 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.

Education and Experience:

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

Expected Hours of Work:

This role is considered full-time, working approximately 40 hours per week and is not eligible for overtime. This position is expected to work an 8-hour shift Monday through Friday, between the hours of 7:00am and 5:00pm. Occasional overtime and longer shifts may be required to fulfill the Shipping Lead position obligations. Travel within the geographic region will be required.