Onsite Customer Experience Specialist (Pickup Ops)

Nellis Auction Texas LLC; Houston (TX); On-site; USD 34,000 - 42,000; Full time

Job summary

The Onsite Customer Service Representative at Nellis Auction Texas LLC delivers a consistent, high-quality customer experience during onsite pickup operations, bridging warehouse actions and customer service to resolve concerns and ensure accurate order fulfillment. The role requires real-time problem solving, cross-functional collaboration, and sound judgment to support efficiency and satisfaction.

Key duties include serving as the onsite escalation point, coordinating with offsite teams,

Qualifications

• Experience in fast-paced, customer-facing environments.
• Ability to resolve conflicts and de-escalate situations.
• Experience training, coaching, or auditing performance is a plus.
• Familiarity with warehouse operations including check-in and load-out.

Responsibilities

• Serve as the primary onsite escalation point for inquiries and service recovery during pickup operations.
• Coordinate with offsite Customer Service teams for seamless communication and follow-up.
• Verify customer orders prior to load-out to prevent missing-items and protect sales.
• Proactively engage first-time customers to set expectations and policies.
• Conduct daily service audits and provide real-time coaching.
• Manage and track stash inventory and communicate resolutions.
• Process customer returns in accordance with policy and documentation.
• Support warehouse operations including lot safety and load-out processes.
• Provide operational support to Area Manager and Returns team for 1–2 hours daily.
• Identify recurring issues and escalate trends for process improvement.

Skills

Strong communication

Conflict de-escalation

Problem solving

Cross-functional collaboration

Attention to detail

Job description

The Onsite Customer Service Representative at Nellis Auction Texas LLC delivers a consistent, high-quality customer experience during onsite pickup operations, bridging warehouse actions and customer service to resolve concerns and ensure accurate order fulfillment. The role requires real-time problem solving, cross-functional collaboration, and sound judgment to support efficiency and satisfaction.

Key duties include serving as the onsite escalation point, coordinating with offsite teams,