Onsite Customer Experience Specialist

Nellis Auction Arizona LLC; Mesa (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Nellis Auction Arizona LLC in Mesa, AZ is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations and bridge warehouse activities with customer service. You will resolve issues in real time, coordinate with offsite teams, and verify orders to prevent missing items.

The role requires strong communication, problem-solving, and attention to detail to maintain a high-quality customer experience in a fast-paced environment.

Qualifications

• Minimum of 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
• 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; ensure 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 customer experience and retention
• Conduct daily service audits using established frameworks, providing real-time coaching and reinforcing service standards
• Manage and track “stash” inventory, ensuring accurate documentation and proactive 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
• Provide operational support to Area Manager and Returns team for 1–2 hours daily, addressing workload gaps
• Identify recurring customer issues and operational gaps, escalating trends to leadership and contributing to continuous process improvement initiatives

Job description

Nellis Auction Arizona LLC in Mesa, AZ is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickup operations and bridge warehouse activities with customer service. You will resolve issues in real time, coordinate with offsite teams, and verify orders to prevent missing items.

The role requires strong communication, problem-solving, and attention to detail to maintain a high-quality customer experience in a fast-paced environment.