Logistics Customer Service Representative

Jewelers Mutual Group•Neenah, WI

11d

About The Position

The Logistics Customer Service Representative (CSR) I supports customers using Jewelers Mutual’s Shipping Solution. The role handles inbound and outbound phone calls, responds to customer inquiries, and performs operational tasks needed to deliver logistics services in accordance with company security protocols and standard operating procedures. The position is scheduled Monday through Friday, 9:00 a.m. to 5:30 p.m. CST, with Saturday coverage as needed by the business. Responsibilities include customer support, troubleshooting system issues, helping customers use shipping and related services, onboarding and training new customers, coordinating carrier supply orders, and resolving inquiries by email, including investigations into missing packages.

Requirements

High school degree or equivalent.

Nice To Haves

One to three years of customer service experience.
Familiarity with Microsoft Office.
Property/casualty insurance background.
Jewelry industry experience.

Responsibilities

Handle customer requests, answer incoming calls, and respond to inquiries in accordance with service standards and standard operating procedures.
Troubleshoot and recreate customer system issues to identify appropriate solutions.
Assist customers with questions about small parcel shipping, transit insurance, and Anti-Money Laundering compliance.
Train new customers to use the company’s online services and shipping platform.
Correct and submit carrier supply orders for clients.
Onboard new customers and address their immediate questions.
Communicate by email with carriers and clients to resolve inquiries and open investigations into missing packages.
Monitor the shipping email inbox and respond to customer inquiries.