What are the responsibilities and job description for the Customer Service Representative position at National Carwash Solutions?
About NCS
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.
Position Summary
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, IA
Applicants 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 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
Required Qualifications
- 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
Preferred Qualifications
- 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
Physical Requirements:
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Activity |
None |
< 3 hours/day |
3 -6 hours/day |
> 6 hours/day |
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Stand |
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Walk |
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Sit |
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Use hands to finger, handle, & feel |
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Reach with hands & arms |
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Stoop, kneel, crouch |
X |
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Climb |
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Balance |
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Talk or hear |
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Look at a computer screen |
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Lift up to 50 lbs. |
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Grow 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 Employer