Customer Experience Specialist

Overview

Deeply understand client business needs and provide premium support to key accounts, delivering prompt and accurate responses via phone/email for pre-sales inquiries, order tracking, and post-sales issues.

• Collect and consolidate product issues & client requirements, analyze data, and coordinate with cross-functional teams to drive problem resolution and process optimization
• Efficiently handle complaints and claims with end-to-end case closure to enhance satisfaction levels, service quality, and positive feedback rates
• Optimize user experience by refining CRM strategies and user engagement programs to strengthen brand loyalty

• Strong multitasking & time management skills, excellent communication, and cross-department collaboration (experience in supply chain management/e-commerce logistics is a plus).
• Customer-centric mindset with strong problem-solving abilities
• Exceptional cross-functional coordination, efficiently collaborating with sales, product, and tech teams
• Thrives in fast-paced environments, executing multiple tasks with high efficiency
• Proficient in Excel for data analysis to support operational decision-making
• Fluent in Mandarin (Proficient in Chinese) (written & spoken)
• Valid U.S. work authorization (work visa/green card/citizenship required)
• U.S. driver s license & willingness to travel frequently by car

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work mode includes hybrid and remote options

New York, NY

Salary: $72,000.00-$85,000.00