Customer Service Representative

National Carwash Solutions•Frisco, TX

15d•Onsite

About The Position

National 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.

Requirements

1-3 years of customer service experience, preferably in a call center, order processing, or e-commerce environment
High school diploma or equivalent
Strong verbal and written communication skills
Comfortable navigating multiple computer systems simultaneously (ERP, CRM, order management)
Ability to work in a fast-paced environment while maintaining accuracy and attention to detail
Strong problem-solving skills and a customer-first mindset

Nice To Haves

Experience with parts, equipment, and/or industrial/electrical/mechanical products
Familiarity with car wash, equipment maintenance, or related industries
Experience with e-commerce order platforms
Bilingual (English/Spanish) a plus
Experience with Oracle NetSuite
Experience with Salesforce Service Console

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and e-commerce chat/support channels
Process parts orders accurately in the ERP/order management system
Provide customers with order status updates, tracking information, and delivery timelines
Research and resolve order discrepancies, shipping issues, billing questions, and product returns
Identify correct replacement parts using part numbers, equipment models, or customer descriptions
Coordinate with warehouse, logistics, and inventory teams to expedite orders and resolve fulfillment issues
Process warranty claims and return authorizations according to NCS policy
Maintain accurate customer account records and order history in the CRM/ERP system
Identify opportunities to recommend additional parts, consumables, or maintenance products relevant to the customer's equipment
Escalate complex technical or account issues to the appropriate specialist or supervisor
Meet individual and team performance goals for call/case volume, accuracy, and customer satisfaction