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 · 2 of
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.