Customer Experience Specialist

Overview

Deeply understand client business needs and provide premium support to key accounts, delivering prompt and accurate responses via phone/email for pre-sales inquiries, order tracking, and post-sales issues.
Responsibilities

Collect and consolidate product issues & client requirements, analyze data, and coordinate with cross-functional teams to drive problem resolution and process optimization
Efficiently 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
Qualifications

Strong multitasking & time management skills, excellent communication, and cross-department collaboration (experience in supply chain management/e-commerce logistics is a plus).
Customer-centric mindset with strong problem-solving abilities
Exceptional cross-functional coordination, efficiently collaborating with sales, product, and tech teams
Thrives 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) (written & spoken)
Valid U.S. work authorization (work visa/green card/citizenship required)
U.S. driver\'s license & willingness to travel frequently by car
Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Work mode includes hybrid and remote options
Location & Compensation

New York, NY
Salary: $72,000.00-$85,000.00

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