Warehouse Will-Call Agent

Description

WAREHOUSE WILL-CALL AGENT
BiRite Foodservice Distributors is a third generation, family-owned company that offers you a Complete Foodservice Solution. We offer unsurpassed service to all areas of foodservice throughout the greater Bay Area and Sacramento. Since 1966 we have focused on being the best foodservice partner in the Bay Area. We remain committed to serving our community with quality products, timely deliveries, and competitive pricing.
The Warehouse Will-Call Agent is responsible for managing the end-to-end process of customer and sales representative pickups at the Will-Call area. This role involves verifying orders, staging and labeling product, coordinating with the Will-Call Office and warehouse teams, and ensuring that each interaction reflects BiRite’s commitment to safety, food integrity, and exceptional customer service. The agent is also expected to maintain a clean, professional appearance and actively engage with customers, sales representatives, and employees. 
Major Duties and Responsibilities:
Customer Service Excellence 

• Greet and offer assistance to every customer, sales representative, or employee at the Will-Call entrance. 
• Provide clear communication and updates, including estimated wait times. 
• Respond professionally and promptly to questions or concerns. 
• Ensure all interactions reflect BiRite’s standards of respect, courtesy, and helpfulness. 
• Demonstrate excellent communication skills, patience, and professionalism at all times. 

Appearance & Uniform 

• Wear clean BiRite uniforms (polos, shirts, jackets, or sweatshirts) to be easily identified by customers. 
• Maintain a neat, clean, and professional appearance in accordance with company policies. 
• Uniforms are required and will be provided. 

Order Receipt & Verification 

• Confirm order details: customer name, items, quantities, and scheduled pick-up time.
• Ensure the order is correctly marked in the system as “Will Call.” • Verify payment terms (e.g., prepaid vs. pay-on-pickup) and coordinate with the Will Call office team. 
• Utilize basic computer skills and familiarity with warehouse management systems (AS400) to validate orders. 

Order Picking

• Prioritize Will Call orders based on scheduled pickup times. 
• Pick products accurately and efficiently, ensuring proper handling of perishable and non-perishable items. 
• Follow FIFO (First-In, First-Out) food safety practices.
• Label and stage orders in the appropriate Will Call zones (Dry, Chill, Freezer). 
• Lift, move, and organize products as needed up to 50 lbs. 
• 100% accuracy is required. If you encounter any issue with an item, order, customer, or sales representative, notify your manager immediately—no exceptions. 

Cold Chain Handling 

• Store perishables in temperature-controlled areas until pickup time. 
• Ensure temperatures are maintained and documented during staging and transfer. 
• Adhere to all food safety and quality assurance standards. 

Staging & Labeling 

• Place completed orders in designated Will Call areas. 
• Clearly label each order with customer name, order number, and pick-up time.
• Organize orders by pickup schedule to minimize confusion and delays. 

Customer Notification (Handled by Will Call Office Customer Service Employee) 

• Notify customers via call, text, or email when orders are ready for pickup.
• Confirm pick-up instructions, dock location, and ID requirements. 
• Bobtails and trucks must be directed to assigned dock doors only — not the Will Call doors. 

Pick-up Process 

• Greet customers and verify their ID and order number upon arrival. 
• Retrieve and review the order with the customer for accuracy. 
• Collect payment if applicable. 
• Provide invoice or receipt and obtain signature on pickup confirmation (paper or digital). 
• Communicate clearly and respectfully throughout the process to ensure customer satisfaction. 

Documentation & Clean-up 

• Update order status in the system in coordination with Will Call office staff (picked up, invoiced).
• File all signed paperwork appropriately with the Will Call Clerk. 
• Return unused or incorrect product to inventory and restock accordingly. 
• Sanitize work area regularly, especially after handling perishable or open items.
• Maintain cleanliness and organization in the Will Call space at all times. 

Will Call Hours & After-Hours Policy 

• Standard Will Call hours are 6:00 AM to 3:00 PM, Monday through Friday. 
• Doors close at 3:30 PM — all pickups must be completed before this time. 
• In the event of an emergency or if an unexpected order is printed after hours, you must contact management immediately.
• Only management may authorize any after-hours selection or release of orders. No exceptions.

Roles Involved at Will Call 

• Customer / Sales Rep – Places and verifies orders. 
• Warehouse Selector – Picks and stages product, assists customers and reps. 
•  Inventory Control – Monitors product availability and rotation. 
• Will Call Attendant/Clerk – Manages customer interaction and fulfillment process. 
• Manager/Supervisor – Oversees operations, ensures safety and compliance. 

Work Environment: 

•  Active warehouse setting with temperature zones (Dry, Chill, Freezer). 
• Frequent standing, walking, lifting, and moving throughout the shift.
• Must be able to lift, push, and pull up to 50 lbs. as part of daily responsibilities.
• Customer-facing responsibilities in a fast-paced, team-oriented environment. 
• Regular use of warehouse systems, scanners, and material handling equipment. 

Hourly Range: $22.00 - $24.00 per hour DOE

Schedule: Monday - Friday, 7:00am - 3:30pm  In-person, must report to the Warehouse

Position: Nonexempt, Full time 

Location: Brisbane, CA

Benefits:

• Health, Dental, and Vision Insurance (after completion of 60-day introductory period)
• Health Savings Account (HSA); Employee Assistance Program (EAP)
• 401(k) with Employer Matching (after 6 months of continuous service)
• Paid Time Off (PTO) and Paid Holidays
• Employee Anniversary Bonus (5-year increments)
• Employer-Paid Basic Life and Basic AD&D Insurance
• Voluntary Life and AD&D Insurance Benefits
• Profit Sharing (after 1 year of continuous service)

BiRite is an Equal Opportunity Employment