Job Responsibility:

• Monitor end-to-end fulfillment, coordinate with warehouse and carriers, and track reverse logistics.
• Provide guidance, support, and training to customer service representatives.
• Monitor and evaluate team performance, providing feedback and coaching as needed.
• Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner.
• Develop and implement customer service policies, procedures, and standards.
• Aggregate and analyze customer metrics (response time, return rates, complaint reasons) and generate reports to identify operational pain points.
• Track platform performance metrics, manage customer feedback, and address risk control issues to protect account health.
• Utilize seller portals and ERP systems to continuously optimize customer service workflows based on data.
• Partner with warehouse, operations, and support teams to drive issue resolution and meet service KPIs.

Qualifications:

• Fluent in English and Mandarin
• Bachelor's degree or higher.
• Experience in e-commerce customer service, logistics, or ERP operations preferred.
• Strong communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Open to motivated recent graduates (training provided).

Job Type:

Full-time Pay:

From $50,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Do you require employment visa sponsorship now or in the future?

Education:

Bachelor's (Required)

Experience:

Customer relationship management: 1 year (Required)

Language:

Mandarin (Required) Ability to

Commute:

Salem, NH 03079 (Required)

Work Location:

In person