Onsite Pickup Experience Specialist

Nellis Auction Texas LLC; Katy (TX); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Nellis Auction Texas LLC is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickups, bridging warehouse operations and customer service to ensure accurate order fulfillment and a high-quality experience for buyers.

This role requires strong communication, real-time problem solving, and cross-functional collaboration to protect sales outcomes and maintain exceptional customer satisfaction in a fast-paced environment.

Qualifications

• Minimum of 1 year of customer service experience; warehouse/retail/logistics preferred.
• Experience resolving conflicts and de-escalating issues in fast-paced environments.
• Familiarity with warehouse check-in and load-out processes is preferred.
• Ability to train, coach, or audit team performance is a plus.

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

Cross-functional collaboration

Attention to detail

Bilingual (bonus)

Job description

Nellis Auction Texas LLC is seeking an Onsite Customer Service Representative to serve as the primary contact during onsite pickups, bridging warehouse operations and customer service to ensure accurate order fulfillment and a high-quality experience for buyers.

This role requires strong communication, real-time problem solving, and cross-functional collaboration to protect sales outcomes and maintain exceptional customer satisfaction in a fast-paced environment.