Customer Service Supervisor

• Mandarin Speaking Required Speed Express
• 2.

9 Montebello, CA Job Details Full-time From $55,000 a year 2 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Mandarin Operational analysis Teamwork Defect resolution root cause analysis English Performance management Process improvement planning Root cause analysis Process management Full Job Description Customer Service Supervisor (Operations Support) Working Hours Monday-Friday, 9:00 AM-6:00 PM; occasional travel based on business needs Position Summary Oversee on-site customer service teams across multiple U.S. gateway HUBs and serve as the key coordination point between the Customer Service Headquarters and local warehouse, operations, and last-mile delivery teams. The role is responsible for ensuring timely response and end-to-end closure of package investigation tickets issued by the headquarters customer service team, improving the speed and accuracy of operational feedback, and using customer complaint data to drive process improvements at gateway locations, improve service quality, and reduce operational exceptions. Job Responsibilities 1. End-to-End Ticket Management Establish and monitor service-level standards and a closed-loop workflow covering: Customer Service Headquarters ticket issuance

• > gateway customer service response
• > warehouse/operations/delivery investigation
• > information feedback and case closure.

Track ticket handling performance across gateway locations daily, including response rate, resolution rate, and average handling time; identify delays and intervene with underperforming locations. Resolve communication bottlenecks between Customer Service Headquarters and gateway teams to ensure package status, exception causes, investigation results, and resolution progress are reported accurately and in a timely manner. 2. Gateway Operations Coordination & Process Improvement Use customer feedback and complaint data to lead gateway customer service teams in working with local warehouse and operations teams to identify recurring operational issues, such as missed scans, delivery delays, package damage, and other service exceptions. Drive the review and optimization of on-site operational processes to reduce operational exceptions and customer complaints at the source. Establish regular communication and review mechanisms among customer service, operations, and warehouse teams to create a consistent cross-functional collaboration cadence. 3. Data Reporting & Performance Review Prepare weekly and monthly gateway ticket-handling reports, including response and resolution performance, average handling time, top exception categories, and gateway performance rankings. Consolidate customer feedback and operational exception data across gateway locations and provide actionable improvement recommendations to customer service leadership and operations teams. Conduct regular reviews of the coordination workflow among headquarters, gateway teams, and warehouses, and continuously refine processes and mechanisms to improve efficiency and service quality. Qualifications 2+ years of experience in cross-border logistics, international freight forwarding, e-commerce logistics operations, or customer service, with familiarity with multi-gateway and multi-warehouse operating environments. Experience in cross-functional on-site coordination or team management, including collaboration with warehouse, operations, and last-mile delivery teams, with the ability to drive process implementation. Strong logical and analytical skills, with the ability to independently monitor ticket handling performance, conduct root-cause analysis of operational exceptions, and coordinate cross-functional resolution. English proficiency sufficient for use as a working language. Good understanding of warehouse operating processes, including scanning, sorting, loading, and exception package handling, as well as common causes of operational exceptions. Demonstrated experience using customer complaint data to identify operational issues and drive process or service improvements.

Pay:

From $55,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person