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Customer Service

Role Overview

We’re looking for a friendly, detail-oriented Customer Service Representative to join our team. You’ll be the first point of contact for our customers, helping resolve issues, answering questions, and ensuring a smooth delivery experience for every shipment. You’ll also support the finance team by managing invoices and monitoring accounts receivable.

Key Responsibilities

Respond to customer inquiries via phone, email, and chat in a professional and timely manner
Provide shipment updates, resolve delivery issues, and answer questions about our services
Assist customers with using our instant pricing and shipment monitoring platform
Coordinate with dispatchers, drivers, and operations teams to ensure customer satisfaction
Document interactions and follow up on outstanding issues
Identify and escalate complex or unresolved problems to the appropriate team
Maintain a positive, empathetic, and professional attitude at all times
Manage customer invoices: Generate, send, and track invoices for completed deliveries
Monitor accounts receivable: Follow up with customers regarding outstanding payments and assist with payment-related inquiries

Must-Have Skills & Experience

Previous experience in customer service, preferably in logistics, transportation, or delivery
Excellent communication skills, both verbal and written
Strong computer skills (email, chat, CRM systems, shipment tracking platforms, and invoicing software)
Basic understanding of invoicing and accounts receivable processes
Problem-solving mindset and ability to stay calm under pressure
Attention to detail and organizational skills
Ability to work in a fast-paced environment and juggle multiple tasks
Bilingual proficiency in Mandarin and English (spoken and written)

Preferred