? 全面、高效地負責貨物的全流程處理與跟蹤貨物動態(tài)——完整覆蓋提貨、倉儲暫存、干線運輸、口岸清關、區(qū)域分撥至“最后一公里”終端交付等全部關鍵節(jié)點，確保物流鏈路無縫銜接；主動識別潛在風險，對任何異常情形（如運輸延誤、海關查驗、單證不符、天氣/政策突變等）第一時間向客戶發(fā)出精準的更新通知，確保物流各環(huán)節(jié)高效運轉(zhuǎn)、嚴格可控且全程可追溯；
? 作為指定客戶的首要聯(lián)絡人，通過電子郵件、官方賬號、電話及企業(yè)級內(nèi)部通訊系統(tǒng)，以專業(yè)、禮貌且及時的方式響應客戶咨詢與訴求，針對物流異常、操作偏差或客戶投訴，迅速制定切實可行方案，并推動高效落地實施，確保問題徹底解決，積極樹立并維護公司形象
? 嚴格恪守公司內(nèi)部操作規(guī)范及外部監(jiān)管要求，主動、高效地與內(nèi)外部相關方（包括客戶、承運商、倉庫、關務、財務及跨部門協(xié)作團隊）開展深度溝通與協(xié)調(diào)，促進跨職能協(xié)作順暢無阻，秉持高度責任心與精細化執(zhí)行理念，追求零差錯、零延誤的服務標準，確保業(yè)務合規(guī)性與可靠性；
? 高質(zhì)量完成賬單審核、運費核對、發(fā)票校驗及客戶賬務查詢處理工作，必要時協(xié)同財務部門開展跨職能緊密協(xié)作，嚴格保障結(jié)算準確率與時效性；
? 始終嚴守公司各項規(guī)章制度、信息安全政策與合規(guī)準則，切實維護企業(yè)聲譽與客戶信任，確保業(yè)務穩(wěn)健發(fā)展；
? 全面、細致記錄每一例客戶投訴與索賠事件，深入調(diào)查、明確責任并推動解決方案落地，確保客戶滿意度與公司權(quán)益雙重保障。
職位要求：
一、技能要求
- 具備當?shù)卣Z中文雙語溝通能力，包括精準的書面表達與流暢的口頭交流，確?？缥幕瘏f(xié)作無障礙。
- 擁有卓越的客戶服務技巧，始終以客戶為中心，主動識別并滿足客戶需求，提升客戶滿意度與忠誠度。
- 思維敏捷，學習能力突出，能快速掌握行業(yè)動態(tài)及公司流程，在復雜環(huán)境中持續(xù)優(yōu)化服務策略。
- 展現(xiàn)優(yōu)秀的溝通與人際交往能力，善于建立并維護長期客戶關系，促進團隊內(nèi)外高效協(xié)作。
- 具備扎實的問題解決能力，能在高壓環(huán)境下獨立分析問題、制定解決方案，并確保及時響應與執(zhí)行。
- 保持積極主動的工作態(tài)度，勇于承擔責任，同時發(fā)揚團隊合作精神，推動集體目標達成。
二、經(jīng)驗及資歷
- 持有本科及以上學歷，專業(yè)背景不限，但物流管理、國際貿(mào)易或相關領域優(yōu)先。
- 擁有至少3年以上在貨運或物流公司從事海外客戶服務崗位的實戰(zhàn)經(jīng)驗，或具備同等時長的直接客戶對接工作經(jīng)歷，熟悉行業(yè)運作模式與客戶需求痛點。
? Comprehensive and efficient management of the entire logistics process, including cargo tracking and dynamic monitoring—spanning all critical stages from pickup, temporary warehousing, trunk line transportation, customs clearance, regional distribution to last-mile delivery, ensuring seamless logistics chain integration. Proactively identify potential risks and promptly notify clients of any anomalies (e.g., transportation delays, customs inspections, document discrepancies, weather/policy changes) with precise updates, guaranteeing efficient, strictly controllable, and fully traceable logistics operations.
? As the designated primary contact for clients, respond to inquiries and requests through email, official accounts, phone calls, and corporate internal communication systems with professionalism, courtesy, and promptness. For logistics anomalies, operational deviations, or customer complaints, swiftly develop actionable solutions and ensure their efficient execution to resolve issues thoroughly, while actively building and maintaining the company's reputation.
? Strictly adhere to internal operational protocols and external regulatory requirements, proactively and efficiently engaging with all stakeholders (including clients, carriers, warehouses, customs, finance, and cross-departmental teams) to ensure seamless cross-functional collaboration. With a strong sense of responsibility and meticulous execution, we strive for zero-error and zero-delay service standards to guarantee business compliance and reliability.
? Execute bill audits, freight verification, invoice validation, and client financial inquiries with high quality. When required, collaborate closely with the finance department to ensure accurate and timely settlements.
? Strictly adhere to all company regulations, information security policies, and compliance standards to safeguard corporate reputation and client trust, ensuring steady business growth;
? Conduct thorough documentation of every customer complaint and claim, investigate thoroughly to identify responsibilities and implement solutions, ensuring dual protection for both customer satisfaction and corporate interests.
Job requirements:
1. Skill Requirements
-Proficient in Chinese bilingual communication, including accurate written expression and fluent oral communication, to ensure seamless cross-cultural collaboration.
-Possess exceptional customer service skills, always customer-centric, proactively identify and address customer needs, and enhance customer satisfaction and loyalty.
-Quick-thinking and highly adaptable, with exceptional learning capabilities to swiftly grasp industry trends and company workflows, while continuously refining service strategies in complex environments.
Demonstrate strong communication and interpersonal skills, excel at building and nurturing long-term client relationships, and foster efficient collaboration both within and outside the team.
-Possesses strong problem-solving skills, capable of independently analyzing issues and formulating solutions under high-pressure environments, while ensuring timely response and execution.
-Maintain a proactive work attitude, take initiative to assume responsibilities, and foster teamwork to achieve collective goals.
II. Experience and Qualifications
-Hold a bachelor's degree or higher, with no specific major requirement, though candidates with logistics management, international trade, or related fields are preferred.
-At least 3 years of hands-on experience in overseas customer service roles at freight or logistics companies, or equivalent duration of direct client engagement, with a thorough understanding of industry operations and customer pain points.