KEY ACCOUNT DEDICATED CUSTOMER SERVICE REPRESENTATIVE (Chinese)

Job Description

Job Purpose / 岗位目的 Ensure high-quality, dedicated customer service support for assigned key accounts, particularly in large projects, e-commerce, and warehousing sectors. Act as a key communication bridge between clients and internal departments to solve issues and optimize service performance.

为指定的大客户，特别是大型项目、电商及仓储行业，提供高质量的专属客户服务支持。作为客户与公司 内部各部门之间的桥梁，及时解决问题并优化服务表现。

1. Account Management / 客户管理

- Serve as the main point of contact for assigned key accounts.

作为指定大客户的主要联系人；作为指定大客户的主要联系人；

- Understand clients’ specific service processes and requirements.

熟悉客户的服务流程及个性化需求；

- Handle inquiries, complaints, and requests in a timely and professional manner.

及时、专业地处理客户的咨询、投诉与服务请求。

2. Operation Follow-up / 运营跟进

- Monitor delivery status, order processing, stock levels, etc.

跟踪配送状态、订单处理、库存水平等运营数据；

- Coordinate with internal teams such as warehouse, operations, IT, and finance.

与仓库、运营、IT、财务等内部团队协调合作；

- Detect and prevent operational risks in advance.

预判并防范潜在的运营风险。

3. Reporting & Analysis / 报表与分析

- Prepare regular performance reports (e.g., SLA, delivery success rate, complaints).

定期汇总服务表现报告（如 SLA 达成率、妥投率、投诉率）；

- Analyze root causes of issues and recommend solutions.

分析问题根源，提出优化建议。

4. SLA Compliance / 服务水平管理

- Ensure all services meet contractual SLA commitments.

确保所有服务符合合同约定的 SLA 标准；

- Support continuous improvement of service quality and processes.

支持服务质量及流程的持续改进。

5. Customer Engagement / 客户关系维护

- Attend regular service reviews and business meetings with clients.

参加定期客户会议与服务评估；

- Support project launches and new service rollouts.

协助项目上线及新服务的推行

Job Requirement

- College degree or above in Logistics, Supply Chain, Business, or related fields.

物流、供应链、工商管理或相关专业，大专及以上学历。

- At least 1–2 years in customer service or logistics field.

至少 1–2 年客服或物流行业经验；

- Experience with key accounts, e-commerce, or warehousing is preferred.

有大客户、电商、仓储服务经验者优先。

- Strong communication and problem-solving skills.

沟通与问题解决能力强；

- Good teamwork and time management ability.

具备良好的团队协作和时间管理能力；

- Proficient in MS Office (Excel, Word, PP, Outlook, etc.).

熟练使用办公软件（Excel、Outlook 等）；

- Fluent in Chinese language (HSK5 above) and English is an advantage.

会中文和英语优先。