Logistics Customer Service Representative II

Jewelers Mutual • Neenah, WI

1d

About The Position

Summary: The Logistics Customer Service Representative (CSR) II is responsible for taking inbound customer inquiries via phone and email for our Jewelers Mutual Shipping Solution product. This is done by supporting clients’ needs and inquiries and carrying out the operational tasks necessary to deliver logistic services strictly in accordance with the company’s security protocols as outlined in standard operating procedures. Why Jewelers Mutual: 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. We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people. 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.

Requirements

• High school degree or equivalent.
• Customer service experience preferred.
• Familiarity with Microsoft Office preferred.
• Familiarity with International shipping is helpful.
• Property/casualty insurance background and jewelry industry experience are helpful.
• None
• 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.

Nice To Haves

• Customer service experience preferred.
• Familiarity with Microsoft Office preferred.
• Familiarity with International shipping is helpful.
• Property/casualty insurance background and jewelry industry experience are helpful.

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.
• Monitor the shipping email inbox and respond to customer inquiries.
• Effectively communicate via email with carriers and clients to resolve inquiries and open investigations on missing packages.
• Monitor package movement and assess scenarios within proprietary systems, taking appropriate actions internally and/or with the carrier to resolve those issues.
• Troubleshoot customer system issues to find appropriate solutions for their unique situations.
• Assist customers with their inquiries regarding services offered by the company including small parcel shipping, transit insurance and Anti-Money Laundering compliance. This includes training new customers in use of the company’s online services.
• Correct and submit carrier supply orders for clients.
• Ensures operational continuity and service excellence by fulfilling occasional Saturday requirements during peak business periods.
• Onboard new customers including training on navigation of our online shipping platform and address any immediate questions.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture : Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving : Benefit from 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.
• Accessibility and Accommodations We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting [email protected].

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED