Customer Experience Associate – Will Call

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 special alloys. We pride ourselves on fostering a collaborative, growth-oriented environment where employees are valued and their contributions make a difference. If you're looking to invest in your career with a growing company, we’d love for you to join our team!

Position Summary

The Customer Experience Associate (Will Call) plays a critical role in delivering exceptional customer service and ensuring smooth daily operations. You’ll interact directly with customers, assist in processing orders, handle payments and paperwork, and coordinate shipping and pickup logistics. This position requires attention to detail, strong communication skills, and a proactive mindset to support both operational efficiency and customer satisfaction.

About You

- You thrive in a dynamic environment and embrace challenges with enthusiasm.

- You take pride in accuracy and follow-through.

- You build trust easily through professionalism, reliability, and integrity.

- You can work both independently and as part of a team.

- You’re organized, efficient, and calm under pressure.

- You’re comfortable working in both office and warehouse settings.

- You can meet the physical demands of the position, including lifting, kneeling, stooping, and standing for extended periods.

- If you enjoy combining customer interaction with hands-on operational work, this role is a great fit.

Key Responsibilities

1. Order Fulfillment

- Scan order barcodes to update order status (e.g., Ready for Pickup, Picked Up, Out for Delivery, Delivered).

- Assist in processing and verifying orders for accuracy prior to dispatch or pickup.

- Communicate with customers and the sales team to address special requests or changes.

2. Shipping and Logistics

- Prepare and label materials for shipping or pickup.

- Coordinate with carriers for scheduling and tracking deliveries.

- Provide shipment updates to customers and internal teams.

3. Customer Service

- Greet and assist walk-in customers in a professional, friendly manner.

- Answer inquiries and provide accurate product and order information.

- Process payments, including credit card transactions.

- Provide material certifications and supporting documentation promptly.

- Resolve customer issues courteously or escalate to management as needed.

4. Documentation and Compliance

- Prepare, organize, and maintain shipping, certification, and order paperwork.

- File records related to inventory and transactions accurately.

- Follow all safety and quality protocols.

5. Team Collaboration

- Partner with warehouse and sales teams to ensure seamless order flow.

- May occasionally assist with material movement; forklift experience a plus (training provided as needed).

- Assist other departments during peak periods or on special projects.

6. Problem-Solving and Process Improvement

- Identify and resolve shipping or inventory discrepancies quickly.

- Suggest ideas to improve efficiency and customer satisfaction.

Skills / Requirements

1. Communication Skills:

- Clear, courteous verbal and written communication.

2. Technical Skills:

- Proficient in Microsoft Office (Word, Excel, Outlook).

- Experience with ERP software preferred.

- Basic measuring tool knowledge (tape measure, micrometer).

- Bonus: Familiarity with barcode scanners or tablets.

3. Organizational and Analytical Skills:

- Excellent attention to detail and time management in a fast-paced environment.

- Solid math and data accuracy skills.

4. Teamwork:

- Dependable, adaptable, and supportive of team goals.

Job Type: Full-time

Expected hours: 8 per week

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Work Location: In person