NCOS Specialist

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.

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.