Logistics Customer Service Representative

Jewelers Mutual Group; Neenah (WI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Collaborative culture

Charitable gift matching

Great Place to Work Certified

Job summary

Jewelers Mutual Group is seeking a Logistics Customer Service Representative I to support inbound and outbound customer calls for the Jewelers Mutual Shipping Solution. You will assist clients, troubleshoot issues, and execute tasks to ensure secure, compliant logistics services per SOPs.

The role emphasizes customer service, onboarding, and training on our online shipping platform, with focus on accurate order submission and prompt issue resolution.

Qualifications

• High school diploma or equivalent is required.
• 1–3 years of customer service experience is preferred.
• Familiarity with Microsoft Office is helpful.

Responsibilities

• Handle inbound and outbound customer calls for Jewelers Mutual Shipping Solution.
• Troubleshoot customer system issues and provide appropriate solutions.
• Assist customers with inquiries about services including small parcel shipping, transit insurance, and AML compliance; train new customers on online services.
• Submit and correct carrier supply orders for clients.
• Onboard new customers and train on navigation of the online shipping platform.
• Communicate with carriers and clients to resolve inquiries and open investigations on missing packages.
• Monitor the shipping email inbox and respond to inquiries.

Skills

Customer service

MS Office

Education

High school diploma or equivalent

Job description

Summary

The Logistics Customer Service Representative (CSR) I is responsible for taking inbound & placing outbound customer phone calls 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.

Summary

The Logistics Customer Service Representative (CSR) I is responsible for taking inbound & placing outbound customer phone calls 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.

What You’ll Do

• 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 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.
• Onboard new customers including training on navigation of our online shipping platform and address 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.

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.

Leadership Responsibilities

None

Minimum Qualifications

• High school degree or equivalent

Preferred Qualifications

• 1 to 3 years of customer service experience
• Familiarity with Microsoft Office
• Property/casualty insurance background and jewelry industry experience are helpful.

Certificates, Licenses, Registrations

None

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.

What We Offer You

• 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 [e-mail].