Responsibilities：

1. Manages incoming calls and customer service inquiries;

2. Handles customer complaints and provides appropriate solutions and alternatives within a given timeframe and follows up to ensure resolution;

3. Research and diagnose issues that resolve customer concerns to ensure a high level of retention and satisfaction;

4. Follow up with domestic and international shipping partners to get updated tracking information and current statuses for client deliveries;

5. Research and record proper information for damaged or issue shipments and submit claims to shipping partners;

6. Generate all related paperwork and necessary information related to fulfillment client accounts and posts to proper files;

7. Coordinate special, last minute requests;

8. Follows up on customer inquiries in a timely fashion or pushes to proper stakeholder;

9. Maintains excellent working relationships with customers by responding to all inquiries and complaints concerning, invoices, shipments, inventory counts, etc., in a courteous and efficient manner;

10. Report customer feedback to management, including any signs of customer dissatisfaction;

11. Act as a liaison between the warehouse/office and the customer in the administration of accounts;

12. Oversee all paperwork associated with client accounts and maintain the corresponding files;

13. Maintain a current and accurate procedures manual that details the processing requirements for each client;

14. Route perspective customer inquiries to sales team;

15. Communicate regularly with other department departments such as Channel team, operations and Account, Sales to ensure client needs and expectations are consistently met or exceeded.

Requirements：

1. 2+ year of experience in e-commerce fulfillment operations, warehouse operations or related experience in customer service;

2. Excellent communication and relationship-building skills;

3. Has an energetic personality and takes pride in helping others resolve issues;

4. Must be able to multi-task and solve problems in a fast-paced environment;

5. Must be fluent in both Chinese and English languages;

6. Strong problem-solving skills and the ability to think analytically;

7. Proficiency with E-commerce-based IT systems including OMS, TOMS, WMS;

8. Passion for helping others, driven, determined, collaborative;

9. Experience delivering results, possessing a positive work ethic, and meeting deadlines;

10. A successful track record working in a high-volume environment;

11. General office knowledge, including telephone techniques and computer skills in a customer service environment.