Onsite Customer Experience Specialist

Nellis Auction; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Nellis Auction is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations. You will bridge warehouse operations and customer service, resolving concerns in real time to prevent service failures and ensure accurate order fulfillment.

The role requires strong judgment, problem-solving, and collaboration with cross-functional teams to support operational efficiency and customer satisfaction.

Qualifications

• Minimum 1 year of customer service experience; warehouse, retail, or logistics experience preferred.
• Experience in fast-paced, customer-facing environments with conflict resolution and de-escalation skills.
• Prior 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.
• 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 experience and retention.
• Conduct daily service audits using established frameworks and provide real-time coaching and uphold service standards.
• Manage and track “stash” inventory, ensuring accurate documentation and proactive customer communication.
• Process customer returns in compliance with company policy, ensuring accuracy and documentation.
• Support warehouse operations, including lot safety, traffic flow, and load-out processes to maintain safety and efficiency.
• Provide operational support to Area Manager and Returns team for 1–2 hours daily, addressing workload gaps and maintaining productivity.
• Identify recurring customer issues and gaps, escalating trends to leadership and contributing to process improvements.

Skills

Communication

Interpersonal skills

Critical thinking

Attention to detail

Cross-functional collaboration

Computer systems proficiency

Bilingual (a plus)

Job description

Nellis Auction is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations. You will bridge warehouse operations and customer service, resolving concerns in real time to prevent service failures and ensure accurate order fulfillment.

The role requires strong judgment, problem-solving, and collaboration with cross-functional teams to support operational efficiency and customer satisfaction.