Onsite Customer Experience Specialist

Nellis Auction New Jersey; Delran Township (NJ); On-site; USD 22,000 - 32,000; Full time

Job summary

Nellis Auction New Jersey is seeking an Onsite Customer Service Representative to deliver a consistent, high‑quality experience during onsite pickup operations. You will serve as the primary contact for customers, resolve questions, and help ensure accurate order fulfillment with professionalism.

This role bridges warehouse operations and customer service, requires strong judgment and real‑time problem solving, and involves cross‑functional collaboration to support efficiency, safety, and

Qualifications

• Minimum of 1 year of customer service experience.
• Experience in fast-paced, customer-facing environments with de-escalation skills.
• Experience training, coaching, or auditing team performance preferred.
• Familiarity with warehouse operations, including check-in and load-out processes, preferred.

Responsibilities

• Serve as the primary onsite escalation point for customer inquiries, concerns, and service recovery during pickup operations, ensuring timely and professional resolution
• Coordinate with offsite Customer Service teams to ensure seamless communication, ticket resolution, and follow-up accountability
• Verify customer orders prior to load-out to prevent missing-item issues and protect completed sales
• Proactively engage first-time customers to set expectations, clarify policies, and enhance overall customer experience and retention
• Conduct daily service audits using established frameworks (e.g., W.I.N.N.E.R.), providing real-time coaching and reinforcing service standards across team members
• Manage and track “stash” inventory (misplaced or overflow items), ensuring accurate documentation and proactive customer communication through resolution
• Process customer returns in compliance with company policy, ensuring accuracy and appropriate documentation
• Support warehouse operations, including lot safety, traffic flow, and load-out processes, maintaining a safe and efficient environment
• Provide operational support to Area Manager and/or Returns team for 1–2 hours daily, addressing workload gaps and maintaining productivity standards
• Identify recurring customer issues and operational gaps, escalating trends to leadership and contributing to continuous process improvement initiatives

Skills

Customer service

Communication

Conflict resolution

Problem solving

Bilingual

Job description

Nellis Auction New Jersey is seeking an Onsite Customer Service Representative to deliver a consistent, high‑quality experience during onsite pickup operations. You will serve as the primary contact for customers, resolve questions, and help ensure accurate order fulfillment with professionalism.

This role bridges warehouse operations and customer service, requires strong judgment and real‑time problem solving, and involves cross‑functional collaboration to support efficiency, safety, and