Customer Service & Logistics Support Specialist

Job Overview
We are seeking a dedicated Customer Service \& Logistics Support Specialist to join our dynamic team. This role offers an exciting opportunity to contribute to the optimisation of supply chain operations, ensuring seamless coordination between various departments and external partners. The successful candidate will play a vital part in managing logistics processes, supporting warehouse activities, and delivering exceptional customer service. This paid position is ideal for individuals with a keen interest in logistics, supply chain management, and process improvement within a fast\-paced environment.

Responsibilities

1\. Customer Inquiry Management

• Handle customer inquiries through phone, WeChat, and online service ticket platforms.


• Provide real‑time shipment status updates by checking tracking, transit, delivery, and signature information.


• Offer guidance on shipping requirements, including prohibited items, packaging standards, fee calculation, and delivery time options.

• Follow up on delayed, misrouted, undelivered, or returned shipments.


• Coordinate with local stations, couriers, and transit hubs to resolve issues promptly.


• Maintain exception case logs and ensure timely resolution with customer follow‑up.


• Monitor special shipments such as perishables, fragile items, and oversized parcels.

• Handle complaints related to lost, damaged, missing items, or service issues under the “first‑contact responsibility” principle.


• Collect required claim documents (photos, value proof), calculate compensation, and submit claims for approval.


• Communicate claim progress and payout timelines to customers.


• Manage customer emotions and prevent escalation to regulatory or platform complaints.

• Assist customers with order creation, address modification, cancellation, and pickup appointments.


• Record and organize daily exception logs, complaint reports, and claim summaries; archive documents regularly.


• Verify COD (Cash on Delivery) and freight‑collect account discrepancies.

• Collaborate with internal teams including stations, sorting centers, transportation, and couriers to execute operational instructions.


• Communicate with e‑commerce merchants and individual customers; conduct regular follow‑ups and collect service feedback.


• Report recurring issues and support optimization of delivery processes and operational standards.

• Compile daily statistics on inquiry volume, exception cases, complaints, and claims;


• prepare daily and weekly reports.


• Complete tasks assigned by supervisors, including customer callbacks, campaign notifications, and ad‑hoc service tickets.

• Warehouse, logistics, courier, or parcel handling experience


• Ability to speak Chinese would be advantageous, though not essential.

• Full training provided


• Modern warehouse facilities

Benefits:

• Canteen


• Free parking


• Sick pay

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