Onsite Customer Experience Specialist - Pickup

Nellis Auction; Mesa (AZ); On-site; USD 32,000 - 42,000; 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, resolve issues in real time, and ensure accurate order fulfillment.

The role requires strong judgment, problem solving, and cross-functional collaboration to support operational efficiency and customer satisfaction. Prior experience in fast-paced environments and warehouse processes is a plus.

Qualifications

• Minimum of 1 year of customer service experience required; 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, 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., WINNER), 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

Bilingual (nice to have)

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, resolve issues in real time, and ensure accurate order fulfillment.

The role requires strong judgment, problem solving, and cross-functional collaboration to support operational efficiency and customer satisfaction. Prior experience in fast-paced environments and warehouse processes is a plus.