Client Success Specialist(Bilingual English and Mandarin)

UniUni • Woodridge, IL

2d

About The Position

We are seeking a Client Success Specialist who is fluent in both English and Mandarin to join our team. This role is crucial for ensuring client satisfaction and operational efficiency within our logistics services. The specialist will be responsible for monitoring delivery quality, managing client inquiries, resolving issues, and fostering strong relationships with both clients and internal teams. A key aspect of this role involves data analysis to identify areas for improvement and drive process optimization. The position requires adaptability to cross-time zone communication and willingness to work overtime during peak logistics seasons.

Requirements

• Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients.
• Strong customer service mindset, problem-solving skills, and ability to work under pressure.
• Proficient in data processing and analysis; skilled in Excel for data modeling and reporting.
• Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively.

Nice To Haves

• Experience in logistics, particularly in e-commerce logistics, is preferred.
• Experience in stakeholder management or team collaboration is a plus.

Responsibilities

• Monitor and track last-mile delivery quality, including key metrics such as scanning rate, delivery success rate, and timeliness; provide customized performance reports to clients.
• Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.
• Assist in handling exceptions and disputes.
• Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales).
• Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports.
• Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed