NCOS Specialist

Job Summary The NCOS Tier 1 Specialist is the front line of customer operations support at JW Logistics, fieldinginbound contacts and live-delivery alerts across the country's biggest retail accounts. The Specialistanswers 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 teamstays in sync. The role is the first point of contact for most delivery exceptions and the foundation ofNCOS service quality.

Essential Duties and Responsibilities Customer Contact and Communication Answer inbound calls, emails, and system alerts professionally and with a calm, customer-focusedtone.

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 confirm next  frustrated customers and leave each contact feeling supported and informed.

Live Delivery Monitoring 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 Supervisor with the right context.

JW Logistics Operations
· NCOS Tier 1 Specialist

Job Description Documentation and Continuity Document customer interactions, delivery events, and exceptions as they occur so the broaderteam has accurate, real-time visibility.

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.

Team Contribution Loop in Team Leaders and Supervisors on situations that require leadership judgment and learnfrom how those situations are resolved.

Spot patterns across deliveries, accounts, or shifts and surface observations that help NCOSimprove over time.

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 rolewhere you have helped customers directly.

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.

Preferred Qualifications Prior experience in logistics, transportation, dispatch, e-commerce fulfillment, or final-miledelivery operations.

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.

Knowledge, Skills, and Abilities 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.

Working ConditionsJW 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.

Coverage operates between 8:00 AM and 11:00 PM Central, seven days a week.

Desk-based work across multiple screens and tools.

Frequent interruptions requiring rapid prioritization.

Continuous interaction with customers, drivers,…