What are the responsibilities and job description for the NCOS Specialist position at JW LOGISTICS OPERATIONS LLC?
Job Summary
The NCOS Tier 1 Specialist is the front line of customer operations support at JW Logistics, fielding
inbound contacts and live-delivery alerts across the country's biggest retail accounts. The Specialist
answers calls, emails, and system alerts; monitors live deliveries across multiple markets; communicates
with drivers, business centers, and customers; and documents what's happening so the rest of the team
stays in sync. The role is the first point of contact for most delivery exceptions and the foundation of
NCOS service quality.
Essential Duties and Responsibilities
Customer Contact and Communication
The NCOS Tier 1 Specialist is the front line of customer operations support at JW Logistics, fielding
inbound contacts and live-delivery alerts across the country's biggest retail accounts. The Specialist
answers calls, emails, and system alerts; monitors live deliveries across multiple markets; communicates
with drivers, business centers, and customers; and documents what's happening so the rest of the team
stays in sync. The role is the first point of contact for most delivery exceptions and the foundation of
NCOS service quality.
Essential Duties and Responsibilities
Customer Contact and Communication
- Answer inbound calls, emails, and system alerts professionally and with a calm, customer-focused
- Provide customers with clear, accurate, and honest updates on the status of their deliveries.
- Communicate with drivers and business centers to obtain delivery status, resolve issues, and
- De-escalate frustrated customers and leave each contact feeling supported and informed.
- Monitor live deliveries across multiple markets using NCOS dashboards and the Nash platform.
- Identify delivery exceptions, delays, or risks in real time and take initial action to resolve them.
- Track multiple deliveries and active conversations concurrently without losing the thread.
- Recognize when a situation exceeds Tier 1 scope and escalates to the on-shift Team Leader or
JW Logistics Operations · NCOS Tier 1 Specialist Job Description
Documentation and Continuity
- Document customer interactions, delivery events, and exceptions as they occur so the broader
- Keep notes clear and complete, so the next Specialist or shift inherits clarity, not gaps.
- Follow standard operating procedures for case handling, escalation, and handoff.
- Loop in Team Leaders and Supervisors on situations that require leadership judgment and learn
- Spot patterns across deliveries, accounts, or shifts and surface observations that help NCOS
- Show up reliably, on time, and ready to support the team.
- Participate in cross-training and skill-building activities that support career growth toward Tier 2.
Required Qualifications
- High school diploma or equivalent.
- Prior experience in customer service — retail, food service, call center, hospitality, or any role
- Clear written and verbal communication skills.
- Comfort using a computer and learning new systems.
- Ability to manage multiple priorities simultaneously without losing track.
- Reliability — consistent attendance and dependable follow-through.
- Authorization to work in the United States.
- Prior experience in logistics, transportation, dispatch, e-commerce fulfillment, or final-mile
- Familiarity with the Nash platform or comparable delivery-operations / dispatch platforms.
- Working knowledge of Microsoft Excel and basic reporting tools.
- Experience supporting major retail accounts.
- Customer-first thinking — understands the impact of every interaction on the end customer.
- Calm under pressure — stays steady when call volumes and exception counts climb.
- Sense of urgency — moves quickly without sacrificing accuracy.
- Organized and detail-oriented — keeps documentation clean and complete.
- Strong listener and clear communicator, both on the phone and in writing.
- Team-oriented — actively contributes to a culture of accountability and mutual support.
- Coachable — open to feedback and committed to continuous improvement.
- Ethical, trustworthy, and professional in all internal and external interactions.
JW Logistics Operations · NCOS Tier 1 Specialist Job Description
- Fast-paced, high-volume customer operations environment.
- Shift-based role: day, swing, or evening assignments including weekends as required by coverage.
- Desk-based work across multiple screens and tools.
- Frequent interruptions requiring rapid prioritization.
- Continuous interaction with customers, drivers, business centers, and internal partners.
- Primarily on-site at the Bentonville/Rogers operations center.
- Prolonged periods of sitting at a desk and working at a computer.
- Visual and auditory ability are sufficient to monitor multiple screens and communication channels
- Occasional light lifting up to 50 pounds.
The NCOS Tier 1 Specialist role is the entry point into a defined career progression within National
Customer Operations Support:
- Tier 1 Specialist to Tier 2 Specialist: Tier 1 Specialists who consistently demonstrate strong
as the operation scales.
- Tier 2 Specialist to NCOS Team Leader: Tier 2 Specialists who develop on-shift leadership instincts,
- Team Leader to NCOS Supervisor: Team Leaders who demonstrate strong shift ownership, sound
Pay growth is tied to demonstrated performance and progression along this path.
Equal Employment Opportunity
JW Logistics Operations LLC is an Equal Opportunity Employer. We do not discriminate on the basis of
race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran
status, or any other protected characteristic under federal, state, or local law.