What are the responsibilities and job description for the Logistics Customer Service Representative position at Jewelers Mutual?
Summary:
The Logistics Customer Service Representative (CSR) I is responsible for taking inbound & placing outbound customer phone calls for our Jewelers Mutual Shipping Solution product. This is done by supporting clients’ needs and inquiries and carrying out the operational tasks necessary to deliver logistic services strictly in accordance with the company’s security protocols as outlined in standard operating procedures.
Role will work Monday through Friday, 9am - 530pmCST and Saturday coverage as needed by the business.
Why Jewelers Mutual:
Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.
As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.
We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.
Here, you’ll:
- Move fast and embrace change
- Always look for better ways
- Grow, thrive, and help shape what’s next
Join us and be part of a culture where you can make an impact while building your future.
What You’ll Do:
- Handle customer requests, answer incoming phone calls and respond to inquiries in accordance with established service standards and standard operating procedures, providing exceptional customer service.
- Troubleshoot customer system issues to find appropriate solutions for their unique situations.
- Assist customers with their inquiries regarding services offered by the company including small parcel shipping, transit insurance and Anti-Money Laundering compliance. This includes training new customers in use of the company’s online services.
- Correct and submit carrier supply orders for clients.
- Onboard new customers including training on navigation of our online shipping platform and address any immediate questions.
- Effectively communicate via email with carriers and clients to resolve inquiries and open investigations on missing packages.
- Recreate customer system issues to find appropriate solutions for their unique situations.
- Monitor the shipping email inbox and respond to customer inquiries.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What You’ll Bring:
Minimum Qualifications
- High school degree or equivalent
Preferred Qualifications
- 1 to 3 years of customer service experience
- Familiarity with Microsoft Office
- Property/casualty insurance background and jewelry industry experience are helpful.
Certificates, Licenses, Registrations
None
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.
What We Offer You:
- Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
- Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
- Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
- Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
Accessibility and Accommodations
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.