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Program Overview and Strategic Foundations

Course Orientation: Will Call as a Strategic Service Capability

Service Strategy and Operating Model for Will Call

End-to-End Process Design and Controls

Order Intake, Validation, and Promise Management

Inventory Allocation, Picking, and Staging for Will Call

Customer Notification, Scheduling, and Queueing

Counter Operations: Verification, Payment, and Handover

Post-Pickup Reconciliation, Returns, and Continuous Improvement

Technology, Data, and Facilities Enablement

Systems Architecture for Will Call Enablement

Metrics, Analytics, and Performance Management

Facilities, Safety, and Security by Design

Policy, Compliance, and Multi-Site Scalability

Policies, Regulatory Obligations, and Risk Management

Scaling Will Call Across Sites and Channels

Knowledge Checks

Quiz: Will Call Strategy and Service Levels

Quiz: Order Intake and Promise Management

Quiz: Picking, Staging, and Chain-of-Custody

Quiz: Customer Notification and Queueing

Quiz: Counter Verification and Payment Controls

Quiz: Post-Pickup Reconciliation and Returns

Quiz: Systems and Data Integration

Quiz: Metrics and Continuous Improvement

Quiz: Facilities, Safety, and Security

Quiz: Policy, Compliance, and Scaling

Designing and Operating Scalable, Compliant Will Call Service Systems is a practical, end-to-end course for leaders who run high-velocity pick-up operations across B2B parts distribution, retail counters, and service networks. If your teams juggle hot-picks, regulated items, mixed orders, and tight SLAs, this program gives you a blueprint to deliver fast, accurate, and audit-ready will call at scale. You’ll learn how to translate business promises into measurable service levels, architect processes from order intake to handover, and enable them with robust technology, data, facilities design, and governance. The curriculum walks through inventory allocation, picking and staging standards, chain-of-custody controls, customer communications, queueing, counter verification and payment, and post-pickup reconciliation. You’ll also build dashboards, define KPIs, and implement continuous improvement cycles to sustain performance. Special attention is given to compliance—hazmat, age-restricted items, PCI, tax documentation, and record retention—plus security, loss prevention, and business continuity for outages and disruptions. Whether you operate one site or hundreds, you’ll leave with playbooks, SOP frameworks, and rollout strategies to standardize operations while allowing local flexibility. By the end, you will be ready to design a scalable operating model, implement the right systems and facility layouts, and lead a multi-site transformation that improves speed, accuracy, customer satisfaction, and working capital.

Designing and Operating Scalable, Compliant Will Call Service Systems

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            <p>Designing and Operating Scalable, Compliant Will Call Service Systems equips supply chain and operations leaders to transform will call from a tactical counter function into a strategic, omnichannel capability. The course frames will call within B2B and B2C parts distribution, service operations, and retail counter models, clarifying its role alongside ship-from-store, curbside, delivery, and traditional counter sales. You will map the end-to-end lifecycle—order intake, allocation and staging, payment and verification, customer notification and queueing, pickup, and post-pickup reconciliation—while aligning stakeholders across operations, finance, loss prevention, IT, facilities, compliance, and customer experience. From the outset, we translate business objectives and customer promises into measurable service-level targets (ready-for-pickup time, wait time, accuracy), then define scope, tiers, and governance to build a scalable, multi-site operating model.</p>
<p>End-to-end process design is at the core of the program. You will configure intake flows from eCommerce, EDI, inside sales, and field service; set reliable pickup promises using ATP/ATS and cutoffs; and implement validations for account standing, tax, hazmat, regulated parts, and returns. The course covers inventory allocation strategies, prioritized waves for will call versus shipping, and efficient picking methods—discrete, zone, batch, and hot-pick lanes—supported by staging standards, chain-of-custody controls, and visual management to prevent shrink and delays. We operationalize customer communications with templated notifications, omnichannel nudges, and rescheduling links; engineer queueing via virtual check-in, time slots, and load leveling; and design signage and wayfinding for curb-to-counter flow. Counter operations modules detail identity verification, payment options and PCI scope reduction, risk controls, and structured exception handling to protect both CX and compliance.</p>
<p>Technology, data, and facilities enablement are addressed in depth. You will architect integrations across OMS, WMS, POS, CRM, and payments to establish a single order of record; define master data for items, locations, customers, tax, pricing, and authorization lists; and deploy barcoding/QR standards from pick through handover. We evaluate self-service portals and mobile apps for status, check-in, and adding pickup persons, while enforcing data security and privacy for notifications, IDs, and payments. Facilities content focuses on layout engineering, material flow, physical security, ergonomics, and safety protocols, ensuring ADA-compliant, high-throughput counters with protected staging for high-value and regulated items. Metrics and analytics modules introduce KPI frameworks—fill rate, accuracy, SLA adherence, wait time, abandonment, shrink, and labor utilization—paired with dashboards by role, root-cause methods, forecasting, staffing, and incentive systems.</p>
<p>Policy and compliance considerations are embedded throughout. You will codify ID verification, cash/card handling, tax documentation, and record retention policies; navigate hazardous materials, age-restricted items, export controls, and recall obligations; and design chain-of-custody evidence for warranty and field-service parts. Business continuity planning covers offline flows and disaster recovery at the counter, with vendor risk management for payment processors, messaging providers, and security partners. To scale across sites and channels, the course provides standard operating procedures with localizable work instructions, readiness checklists, capacity models, and change management playbooks—including floor walks, gemba coaching, and audit mechanisms. Each section culminates in targeted knowledge checks to reinforce mastery. By course end, you will possess a multi-year roadmap, governance model, and implementation toolkit to deliver reliable, compliant, and scalable will call service at enterprise scale.</p>
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