Onsite Customer Experience Specialist

Nellis Auction Texas LLC; Town of Texas (WI); On-site; USD 32,000 - 46,000; Full time

Job summary

Nellis Auction Texas LLC is seeking an Onsite Customer Service Representative to deliver a high-quality experience during pickups. You will act as the primary contact, resolving issues in real time and coordinating with offsite teams to ensure accurate orders and smooth communication.

The role requires strong problem-solving, attention to detail, and the ability to work across warehouse and customer service functions in a fast-paced environment at our facility.

Qualifications

• Minimum 1 year of customer service experience required; warehouse, retail, or logistics experience preferred
• Experience in fast-paced, customer-facing environments with ability to resolve conflict and de-escalate situations
• Prior experience training, coaching, or auditing team performance preferred
• Familiarity with warehouse operations, 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

Conflict resolution

Communication

Attention to detail

Cross-functional collaboration

Problem solving

Job description

Nellis Auction Texas LLC is seeking an Onsite Customer Service Representative to deliver a high-quality experience during pickups. You will act as the primary contact, resolving issues in real time and coordinating with offsite teams to ensure accurate orders and smooth communication.

The role requires strong problem-solving, attention to detail, and the ability to work across warehouse and customer service functions in a fast-paced environment at our facility.