Warehouse CS Supervisor

Key Responsibilities

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Team Management & Training: Oversee daily operations, scheduling, and performance evaluations of the CS team. Establish standardized scripts and SOPs; conduct regular training on product knowledge and communication skills.

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Complaint Handling & Escalation: Manage complex and escalated customer complaints (e.g., lost packages, damage, delivery delays). Coordinate with warehouse, logistics, and finance departments to ensure rapid resolution, minimizing dispute rates and compensation costs.

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SLA Monitoring: Track key metrics including Response Time, Resolution Rate, and Customer Satisfaction (CSAT/NPS) to ensure compliance with platform or company standards.

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Process Optimization: Analyze complaint data to identify pain points (e.g., packaging defects, system errors) and drive improvements in warehouse workflows or system functions to reduce complaints at the source.

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Platform Liaison: Maintain relationships with local mainstream e-commerce platforms (e.g., Lazada, Shopee, TikTok Shop). Handle platform liability judgments and violation appeals promptly.

Qualifications

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Experience: 3–5 years of experience in cross-border e-commerce customer service, including 1–2 years in team management. Familiarity with overseas warehouse processes (inbound, outbound, returns/exchanges) is preferred.

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Language Proficiency: Native or near-native English proficiency (written/spoken) with strong cross-cultural communication skills,Mandarin is a plus..

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Technical Skills: Proficient in CRM systems and Excel data analysis.

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Soft Skills: Strong emotional intelligence and stress tolerance; logical thinking and problem-solving abilities. .