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 like Walmart, 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 role is centered on communication, problem identification, and escalation—not deep logistics expertise.
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
- Identify delays, exceptions, and service issues
- 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 Success Looks Like
Successful NCOS Specialists:
- Communicate clearly and confidently
- Stay organized while managing multiple tasks
- 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