What are the responsibilities and job description for the NCOS Specialist Tier 1 (Customer Operations Specialist) FT position at JW LOGISTICS OPERATIONS LLC?
About JW Logistics
At JW Logistics, we are redefining final-mile delivery through innovation, reliability, and customer-first service. As a leading logistics provider supporting national retailers, we currently deliver over 50,000 packages per day—and that number continues to grow rapidly.
Our success is driven by our people, our operational excellence, and our commitment to delivering results at scale. The National Customer Operations Support (NCOS) team plays a critical role in ensuring that every delivery meets the high expectations of our customers.
Position Overview
The NCOS Specialist – Level 1 is the front line of our operations support team, responsible for monitoring deliveries, communicating with drivers and business centers, and ensuring customers receive accurate, real-time updates.
This is a fast-paced, desk-based role where you will actively work across multiple systems, respond to issues in real time, and help keep deliveries on track throughout your shift.
This role is centered on communication, problem identification, and escalation.
You will be a key part of a fast-growing, high-impact operation supporting one of the largest delivery networks in the country.
What You’ll Do
Front-Line Communication
- Answer inbound calls, emails, and system alerts
- Communicate clearly with drivers, business centers, and internal teams
- Provide timely and professional delivery updates
Delivery Monitoring & Issue Resolution
- Monitor live delivery activity across multiple markets using internal dashboards
- Identify delays, exceptions, and service issues in real time
- Resolve standard operational issues quickly and efficiently
Customer Support
- Respond to delivery status inquiries
- Ensure a positive and professional customer experience
Escalation & Documentation
- Follow SOPs and escalation guidelines
- Escalate complex issues to NCOS Supervisors
- Maintain accurate, real-time system updates
Continuous Improvement
- Identify repeat issues and flag trends to leadership
- Support process improvements within NCOS
What a Typical Shift Looks Like
During a typical shift, you will:
- Monitor multiple deliveries at once using internal systems
- Receive alerts when deliveries are delayed or encounter issues
- Communicate with drivers and business centers to gather updates
- Respond to calls or messages from customers regarding delivery status
- Document updates and actions in real time
- Escalate more complex issues to supervisors when needed
This is a high-volume, fast-moving environment where priorities can shift quickly, and strong communication and organization are key to success.
What Success Looks Like
Successful NCOS Specialists:
- Communicate clearly and confidently
- Stay organized while managing multiple deliveries and conversations
- Maintain composure in fast-paced situations
- Resolve issues quickly and escalate when needed
- Deliver a high-quality customer experience every time
Key Performance Metrics
- First-contact resolution
- Call handling efficiency
- Accuracy of system updates
- Customer satisfaction
Base rate begins at $19.50 with potential for increase based on skill and experience
Qualifications:Experience & Skills
- 1–3 years of customer service, call center, or operations support experience
- Strong verbal and written communication skills
- Detail-oriented and process-driven mindset
- Comfortable working in a fast-paced, high-volume environment
- Basic proficiency with Microsoft Excel and computer systems
Core Characteristics
We are looking for individuals who are:
- Self-motivated and reliable
- Calm under pressure with a strong sense of urgency
- Organized and detail-oriented
- Strong communicators and team players
- Adaptable to change and growth
- Trustworthy with high integrity
- Willing to take a “whatever it takes” approach to support the team
Work Environment
- Fast-paced, high-growth operations environment
- May require working various shifts
- Frequent multitasking and interruptions
- Use of multiple systems and office equipment
- Occasional lifting up to 50 lbs
- Minimal travel (<30%)
Salary : $20