NCOS Specialist

Description

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**

• Answer inbound calls, emails, and system alerts professionally and with a calm, customer-focused

tone.

• 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 steps.

• De-escalate 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 broader

team 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 learn

from how those situations are resolved.

• Spot patterns across deliveries, accounts, or shifts and surface observations that help NCOS

improve 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.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Prior experience in customer service — retail, food service, call center, hospitality, or any role

where 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-mile

delivery 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 Conditions

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.

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, business centers, and internal partners.
• Primarily on-site at the Bentonville/Rogers operations center.

Physical Requirements

• 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

simultaneously.

• Occasional light lifting up to 50 pounds.

Career Path

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

• customer handling, sound escalation judgment, and reliability are considered for Tier 2 openings
• as the operation scales.

• Tier 2 Specialist to NCOS Team Leader: Tier 2 Specialists who develop on-shift leadership instincts,

coach peers effectively, and own complex escalations are first in line for Team Leader openings.

• Team Leader to NCOS Supervisor: Team Leaders who demonstrate strong shift ownership, sound

• personnel judgment, and effective escalation quality are considered first for Supervisor openings.
• 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.