Onsite Customer Service Representative

Nellis Auction; Katy (TX); 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, bridging warehouse operations and customer service to ensure accurate orders and a high-quality experience.

You will resolve issues in real time, coordinate with offsite teams, audit service quality, and support the Returns and Area Manager teams while maintaining safety and efficiency on site.

Qualifications

• Minimum of 1 year of customer service experience.
• Experience in fast-paced, customer-facing environments with de-escalation ability.
• Experience training, coaching, or auditing team performance preferred.
• Familiarity with warehouse operations is a plus.

Responsibilities

• Serve as the primary onsite escalation point for customer inquiries and service recovery during pickup operations.
• Coordinate with offsite Customer Service teams to ensure 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 and clarify policies.
• Conduct daily service audits using the WINNER framework and provide real-time coaching.
• Manage and track stash inventory and communicate resolutions to customers.
• Process customer returns in compliance with company policy and documentation.
• Support warehouse operations including lot safety, traffic flow, and load-out processes.
• Provide operational support to Area Manager and Returns team 1–2 hours daily.
• Identify recurring customer issues and escalate trends for process improvement.

Skills

Customer service

Conflict resolution

Communication

Team collaboration

Attention to detail

Job description

Description

The Onsite Customer Service Representative is responsible for delivering a consistent, high-quality customer experience by serving as the primary point of contact during onsite pickup operations. This role bridges warehouse operations and customer service functions by proactively resolving customer concerns, preventing service failures, and ensuring accurate order fulfillment. The position requires strong judgment, real-time problem solving, and cross-functional collaboration to support operational efficiency and customer satisfaction.

Key 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

Requirements

Experience:

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

Skills & Competencies

• Strong communication and interpersonal skills with the ability to build trust, influence outcomes, and effectively resolve and de-escalate customer concerns
• Proven ability to think critically, make sound decisions in real time, and perform effectively in a fast-paced environment
• High attention to detail with accountability for accuracy in order verification, inventory handling, and documentation
• Ability to collaborate cross-functionally while maintaining accountability to service standards, operational expectations, and performance outcomes
• Proficiency in computer systems and digital tools; bilingual skills are a plus

Physical Requirements

• Ability to stand and walk for extended periods (8–10+ hours per shift)
• Ability to lift and carry up to 50 pounds independently and participate in team lifts when required
• Frequent bending, squatting, reaching, and pulling throughout the shift
• Ability to work in both indoor warehouse and outdoor environments, including exposure to varying weather conditions
• Must have visual acuity including close, distance, color, and peripheral vision, as well as depth perception and the ability to adjust focus