Logistics Customer Service Representative
About the role
You will take inbound and place outbound customer phone calls for our Jewelers Mutual Shipping Solution product, supporting clients’ needs and inquiries while carrying out operational tasks in strict accordance with the company’s security protocols and standard operating procedures.
Responsibilities
- Handle customer requests, answer incoming phone calls, and respond to inquiries in accordance with established service standards and standard operating procedures, providing exceptional customer service.
- Troubleshoot customer system issues to find appropriate solutions for their unique situations.
- Assist customers with inquiries regarding services offered by the company, including small parcel shipping, transit insurance, and Anti-Money Laundering compliance. This includes training new customers in the use of the company’s online services.
- Correct and submit carrier supply orders for clients.
- Onboard new customers, including training on navigation of our online shipping platform and addressing any immediate questions.
- Effectively communicate via email with carriers and clients to resolve inquiries and open investigations on missing packages.
- Recreate customer system issues to find appropriate solutions for their unique situations.
- Monitor the shipping email inbox and respond to customer inquiries.
Requirements
- High school degree or equivalent.
- Ability to perform each essential duty satisfactorily; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Preferred Qualifications
- 1 to 3 years of customer service experience.
- Familiarity with Microsoft Office.
- Property/casualty insurance background and jewelry industry experience are helpful.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Occasionally required to stand, walk, use hands to finger, handle, or touch objects or controls, and talk or hear.
Benefits
- Competitive compensation and benefits, including performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
- Collaborative culture with talented, passionate peers who value ownership and continuous learning.
- Community and giving benefits, including 50% charitable gift matching and paid volunteer time to support nonprofit causes.
- Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
About Us
Since 1913, we’ve been committed to supporting the jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation. As a technology-focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.
Here, you’ll:
- Move fast and embrace change.
- Always look for better ways.
- Grow, thrive, and help shape what’s next.
Join us and be part of a culture where you can make an impact while building your future.