Onsite Customer Service Representative

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