Onsite Customer Service Representative

Apply Onsite Customer Service Representative Delran, NJ Apply 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 resolutionCoordinate with offsite Customer Service teams to ensure seamless communication, ticket resolution, and follow-up accountabilityVerify customer orders prior to load-out to prevent missing-item issues and protect completed salesProactively engage first-time customers to set expectations, clarify policies, and enhance overall customer experience and retentionConduct daily service audits using established frameworks (e.g., W.I.N.N.E.R.), providing real-time coaching and reinforcing service standards across team membersManage and track “stash” inventory (misplaced or overflow items), ensuring accurate documentation and proactive customer communication through resolutionProcess customer returns in compliance with company policy, ensuring accuracy and appropriate documentationSupport warehouse operations, including lot safety, traffic flow, and load-out processes, maintaining a safe and efficient environmentProvide operational support to Area Manager and/or Returns team for 1–2 hours daily, addressing workload gaps and maintaining productivity standardsIdentify 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 situationsPrior 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 concernsProven ability to think critically, make sound decisions in real time, and perform effectively in a fast-paced environmentHigh attention to detail with accountability for accuracy in order verification, inventory handling, and documentationAbility to collaborate cross-functionally while maintaining accountability to service standards, operational expectations, and performance outcomesProficiency 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 requiredFrequent bending, squatting, reaching, and pulling throughout the shiftAbility to work in both indoor warehouse and outdoor environments, including exposure to varying weather conditionsMust have visual acuity including close, distance, color, and peripheral vision, as well as depth perception and the ability to adjust focus Apply View All Jobs