Position Summary

Build and iterate standardized customer service processes and SOP systems for cross-border logistics, covering shipment tracking, lost packages, damaged items, and social media complaints. Drive system optimization requirements, produce actionable functional specs, and coordinate with IT to implement automated tools. Train frontline teams, monitor execution quality, and use data analytics to identify root causes and drive continuous improvement in customer satisfaction and operational efficiency across Europe and U.S. markets.

Key Responsibilities

1. Process Standardization: Develop end-to-end customer service SOPs for cross-border logistics (tracking, lost packages, damaged items, social media complaints), build knowledge bases and response templates, and establish service response time standards and quality evaluation guidelines to reduce repeat inquiries and negative feedback.

2. System Optimization: Identify pain points in ticketing/CRM/social media monitoring systems, produce actionable requirement documents, and drive IT implementation of automated tracking, anomaly alerts, and online claims processing to reduce manual intervention.

3. Training & Quality Control: Train frontline teams on SOPs and system operations, monitor execution quality, conduct complaint case sample checks, identify process/system gaps, and close the loop with corrective actions.

4. Data Analytics & Iteration: Produce monthly service reports (satisfaction rates, complaint trends), identify root causes of recurring issues, and propose process or system optimization plans to drive cost efficiency and enhance B2B/B2C customer experience across Europe and the U.S.

Core Objectives

Build a comprehensive, iterative SOP system for cross-border logistics customer service; drive functional iteration and UX upgrades for customer service systems; achieve cost reduction and efficiency gains while significantly improving B2B/B2C customer experience and reducing negative reviews and complaint rates on overseas platforms.

Requirements

· 2+ years in cross-border logistics, international freight forwarding, or e-commerce customer service, with familiarity with lost package claims and last-mile tracking in Europe and the U.S.

· 1+ year developing SOPs or business processes, with the ability to independently write standardized service documentation and flowcharts.

· Experience gathering requirements for customer service systems (Zendesk, Salesforce Service Cloud, or in-house ticketing systems), with the ability to produce clear functional requirement documents.

· Data-driven mindset: capable of analyzing complaint trends and efficiency metrics using Excel or basic BI tools.

· English proficiency as a working language; experience handling both B2B and B2C service scenarios overseas is a plus.

· Direct experience managing public complaints on overseas social media platforms (Reddit, Trustpilot) and successfully turning around negative reviews is highly preferred.

· Proven track record driving customer service system launches with measurable efficiency improvements (e.g., "reduced manual effort by XX%") is a plus.

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Health insurance

People with a criminal record are encouraged to apply

Work Location: In person