Customer Experience Specialist

UniUni Logistics • CA

83d

About The Position

The position involves deeply understanding client business needs and providing premium support to key accounts. This includes delivering prompt and accurate responses via phone and email for pre-sales inquiries, order tracking, and post-sales issues. The role requires collecting and consolidating product issues and client requirements, analyzing data, and coordinating with cross-functional teams to drive problem resolution and process optimization. Additionally, the candidate will efficiently handle complaints and claims with end-to-end case closure to enhance satisfaction levels, service quality, and positive feedback rates. The goal is to optimize user experience by refining CRM strategies and user engagement programs to strengthen brand loyalty.

Requirements

• Strong multitasking and time management skills.
• Excellent communication and cross-department collaboration skills.
• Customer-centric mindset with strong problem-solving abilities.
• Exceptional cross-functional coordination, efficiently collaborating with sales, product, and tech teams.
• Ability to thrive in fast-paced environments, executing multiple tasks with high efficiency.
• Proficient in Excel for data analysis to support operational decision-making.
• Fluent in Mandarin (Proficient in Chinese) both written and spoken.
• Valid U.S. work authorization (work visa/green card/citizenship required).
• U.S. driver’s license and willingness to travel frequently by car.

Nice To Haves

• Experience in supply chain management/e-commerce logistics is a plus.

Responsibilities

• Understand client business needs and provide premium support to key accounts.
• Deliver prompt and accurate responses via phone/email for pre-sales inquiries, order tracking, and post-sales issues.
• Collect and consolidate product issues and client requirements, analyze data, and coordinate with cross-functional teams to drive problem resolution and process optimization.
• Handle complaints and claims with end-to-end case closure to enhance satisfaction levels, service quality, and positive feedback rates.
• Optimize user experience by refining CRM strategies and user engagement programs to strengthen brand loyalty.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work mode includes hybrid and remote options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees