Customer Success Specialist, Mandarin and English Speaking

How you will achieve success in this role

• Client Onboarding and Training: Schedule, train and lead initial meetings with new clients to understand their specific logistics needs and goals.
• Relationship Management: Conduct regular meetings (weekly, monthly, or quarterly) with clients to review account performance, discuss upcoming needs, and address any concerns.
• Issue Resolution & Troubleshooting: Serve as the primary point of contact for client issues, diagnosing problems quickly and accurately.
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for each client account, such as delivery times, order accuracy, and inventory levels.
• Contract and SLA Management: Ensure all client contracts and Service Level Agreements (SLAs) are up-to-date and reflective of current services and expectations.

What experiences will help you in this role

• 2+ years of experience in customer success, account management, or logistics customer-facing operations.
• Experience in the 3PL, E-commerce, Fulfillment, and Retail industry is highly desirable.
• Bachelor’s degree or equivalent experience in business or related field.
• Exposure to global customers and an understanding of international markets is desirable.
• Fluent in English and Mandarin.