E-Commerce Customer Service Specialist

How to Apply

Send your resume to

Responsibilities 1.

Customer Service & After-Sales Management

Manage daily multi-channel customer communications; efficiently handle inquiries, customer complaints, returns, and refunds to maintain brand reputation and customer satisfaction. 2.

Order & Logistics Tracking

Oversee the end-to-end order fulfillment process; coordinate with warehouses and logistics carriers, track reverse logistics (returns), and ensure smooth, accurate operations. 3.

Customer Service Analytics & Reporting

Regularly aggregate and analyze customer service data (e.g., response times, satisfaction rates, return reasons, top complaints); generate analytical reports to identify experience pain points and potential risk areas. 4.

Account Health & Compliance Maintenance

Monitor platform account performance metrics and buyer feedback; proactively provide early warnings and resolve compliance/risk control issues to safeguard account health. 5.

Process Optimization & System Utilization

Demonstrate proficiency in e-commerce seller portals and ERP systems; assist in optimizing customer service and fulfillment workflows based on feedback from daily service and return data. 6.

Cross-Functional Collaboration

Collaborate with operations, warehouse, and remote support teams to resolve customer complaints swiftly and drive the team toward overall service KPI targets.

Qualifications Education

Bachelors degree or higher.

Language Skills

Proficient in English as a primary working language, with strong written and verbal communication skills. Mandarin is required.

Preferred Experience

Prior experience in e-commerce customer service, after-sales management, logistics, or platform operations is preferred.

Analytical Skills

Strong analytical mindset with proficiency in data tools to structure and interpret business data preferred.

Domain Knowledge

Familiarity with e-commerce order processing, return workflows, and hands-on experience with ERP/CS platforms preferred.

Soft Skills

Clear logical thinking with excellent communication and coordination abilities.

Open Entry

High-potential recent graduates are welcome! Comprehensive professional training and clear career advancement pathways are provided.

Benefits & Perks Competitive Compensation

Attractive salary package + performance-based bonuses

Comprehensive Benefits

Health insurance,

Dental & Vision insurance, and 401(k) retirement plan Growth Platform

Rapidly expanding e-commerce environment with an international culture

Career Development

Structured training mechanisms and clear promotion paths Workplace

Comfortable and modern office environment Salem, NH 1. 2. 3. 4. 5. ERP 6. KPI ERP/ + 401(K)

Benefits

401(k) 401(k) matching Dental insurance Flexible schedule

Health insurance Paid time off Vision insurance Application Question(s)

Do you require employment visa sponsorship now or in the future?

Language

Mandarin (Required) Work Location

In person