• 全面、高效地负责货物的全流程处理与跟踪货物动态——完整覆盖提货、仓储暂存、干线运输、口岸清关、区域分拨至“最后一公里”终端交付等全部关键节点，确保物流链路无缝衔接；主动识别潜在风险，对任何异常情形（如运输延误、海关查验、单证不符、天气/政策突变等）第一时间向客户发出精准的更新通知，确保物流各环节高效运转、严格可控且全程可追溯；
• 作为指定客户的首要联络人，通过电子邮件、官方账号、电话及企业级内部通讯系统，以专业、礼貌且及时的方式响应客户咨询与诉求，针对物流异常、操作偏差或客户投诉，迅速制定切实可行方案，并推动高效落地实施，确保问题彻底解决，积极树立并维护公司形象
• 严格恪守公司内部操作规范及外部监管要求，主动、高效地与内外部相关方（包括客户、承运商、仓库、关务、财务及跨部门协作团队）开展深度沟通与协调，促进跨职能协作顺畅无阻，秉持高度责任心与精细化执行理念，追求零差错、零延误的服务标准，确保业务合规性与可靠性；
• 高质量完成账单审核、运费核对、发票校验及客户账务查询处理工作，必要时协同财务部门开展跨职能紧密协作，严格保障结算准确率与时效性；
• 始终严守公司各项规章制度、信息安全政策与合规准则，切实维护企业声誉与客户信任，确保业务稳健发展；
• 全面、细致记录每一例客户投诉与索赔事件，深入调查、明确责任并推动解决方案落地，确保客户满意度与公司权益双重保障。
职位要求：
一、技能要求
- 具备当地语中文双语沟通能力，包括精准的书面表达与流畅的口头交流，确保跨文化协作无障碍。
- 拥有卓越的客户服务技巧，始终以客户为中心，主动识别并满足客户需求，提升客户满意度与忠诚度。
- 思维敏捷，学习能力突出，能快速掌握行业动态及公司流程，在复杂环境中持续优化服务策略。
- 展现优秀的沟通与人际交往能力，善于建立并维护长期客户关系，促进团队内外高效协作。
- 具备扎实的问题解决能力，能在高压环境下独立分析问题、制定解决方案，并确保及时响应与执行。
- 保持积极主动的工作态度，勇于承担责任，同时发扬团队合作精神，推动集体目标达成。
二、经验及资历
- 持有本科及以上学历，专业背景不限，但物流管理、国际贸易或相关领域优先。
- 拥有至少3年以上在货运或物流公司从事海外客户服务岗位的实战经验，或具备同等时长的直接客户对接工作经历，熟悉行业运作模式与客户需求痛点。

• 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.