Associate, Customer Success （Linehaul）

Responsibilities:

1. Work closely with the front-end sales team to collect and understand customer information and shipping plans, perform system account creation and information archiving, assist customers in shipping according to standard processes, follow up on logistics status and monitor timeliness, and provide a good service experience;
2. Based on daily customer logistics exception cases, consciously perform judgment and information filtering, and provide effective and accurate information back to internal teams to assist in rapid problem localization and resolution;
3. Regularly summarize daily customer feedback (customers' short-term special needs, abnormal complaints), detect process defects in logistics/information flow in advance, proactively propose reasonable optimization requirements, and communicate with customers and multiple internal cross-departmental parties;
4. Regularly perform data analysis and reviews regarding logistics operation issues (abnormal SLA timeliness, volume fluctuations), communicate and collaborate with domestic warehouses, linehaul, and customs clearance teams to seek corresponding solutions, and promote the implementation of solutions and continuous monitoring of solution optimization effects;

Requirements:

1. Major in Logistics Management, International Trade, or Business Administration; Associate degree or above preferred;
2. 2 years or more of experience in air freight international logistics operations or freight forwarding customer operations preferred; understand air import/export business knowledge and industry terminology, and identify import/export exception issues;
3. English can be used as a working language (passed CET-4/CET-6, fluent in listening, speaking, reading, and writing), proficient in using office software, G-suite operation preferred;
4. Able to identify operational problems through data analysis and provide solutions for customers;
5. Possess good customer communication and coordination skills and a sense of responsibility, strong ability to work under pressure and adapt to changes, and a keen sense and positive attitude toward handling complex problems;
6. Possess certain customer negotiation skills or experience, and can accept appropriate business travel.