Customer Service Representative

Customer Service RepresentativeNational Carwash Solutions (NCS) is one of the largest providers of car wash equipment, parts, chemistry, and service in North America. Our Aftermarket Parts & E-Commerce team keeps car wash operators up and running by making it fast and easy to find, order, and receive the parts they need — when they need them.The Customer Service Representative is the primary point of contact for customers ordering parts and consumables through NCS's aftermarket and e-commerce channels. This role owns the customer experience from inquiry through order fulfillment — answering questions, processing orders, resolving issues, and coordinating with warehouse and logistics teams to ensure customers get the right parts, on time. Success in this role means fast, accurate, friendly service that keeps NCS customers' car wash equipment running.Location: on-site in Frisco, TX or Grimes, IAApplicants must be authorized to work in the United States without the need for employer-sponsored work authorization now or in the future. NCS does not sponsor employment visas, including H-1B, O-1, or TN visas, for this position.Key Responsibilities:Respond promptly and professionally to customer inquiries via phone, email, and e-commerce chat/support channelsProcess parts orders accurately in the ERP/order management systemProvide customers with order status updates, tracking information, and delivery timelinesResearch and resolve order discrepancies, shipping issues, billing questions, and product returnsIdentify correct replacement parts using part numbers, equipment models, or customer descriptionsCoordinate with warehouse, logistics, and inventory teams to expedite orders and resolve fulfillment issuesProcess warranty claims and return authorizations according to NCS policyMaintain accurate customer account records and order history in the CRM/ERP systemIdentify opportunities to recommend additional parts, consumables, or maintenance products relevant to the customer's equipmentEscalate complex technical or account issues to the appropriate specialist or supervisorMeet individual and team performance goals for call/case volume, accuracy, and customer satisfactionRequired Qualifications:1-3 years of customer service experience, preferably in a call center, order processing, or e-commerce environmentHigh school diploma or equivalentStrong verbal and written communication skillsComfortable navigating multiple computer systems simultaneously (ERP, CRM, order management)Ability to work in a fast-paced environment while maintaining accuracy and attention to detailStrong problem-solving skills and a customer-first mindsetPreferred Qualifications:Experience with parts, equipment, and/or industrial/electrical/mechanical productsFamiliarity with car wash, equipment maintenance, or related industriesExperience with e-commerce order platformsBilingual (English/Spanish) a plusExperience with Oracle NetSuiteExperience with Salesforce Service ConsolePhysical Requirements:Stand - XWalk - XSit - XUse hands to finger, handle, & feel - XReach with hands & arms - XStoop, kneel, crouch - XClimb - XBalance - XTalk or hear - XLook at a computer screen - XLift up to 50 lbs. - XGrow your career supported by an energized and passionate team, professional development, training, flexibility and opportunities for advancement. We offer competitive wages and benefits including comprehensive health, dental and vision coverage, matching 401(k), paid time off and more.National Carwash Solutions is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to change job duties and responsibilities at any time, based on business needs.National Carwash Solutions is an Equal Opportunity EmployerEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.