S.F. Express ★ 3.2

Mô tả Công việc

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. SLACompliance / 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。

Yêu Cầu Công Việc

• 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 (HSK4 above) and English is an advantage. 会中文和英语优先