Customer Service Representative - Logistics / Carrier Support (Bilingual English & Chinese)

Overview
We are seeking a dedicated Customer Service Representative specializing in Logistics and Carrier Support to join our dynamic team. This role is responsible for customer communication, shipment issue resolution, and carrier (FedEx) billing and dispute support. Please note this position does not involve warehouse floor operations such as picking, packing, loading, or physical inventory handling.

Key Responsibilities

• Communicate with customers in both English and Chinese via email, phone, and messaging platforms
• Handle customer inquiries related to shipments, returns, delays, and billing issues
• Investigate shipment issues using shipping platforms and tracking systems
• Assist customers with FedEx billing disputes and claims, including:
• Reviewing invoices and accessorial charges
• Verifying billing responsibility (shipper / third-party / recipient)
• Collecting and organizing required documentation
• Submitting and following up on disputes with FedEx
• Coordinate with internal teams (operations, finance, warehouse) to resolve shipment or billing discrepancies
• Track case status and provide timely updates to customers
• Maintain accurate and complete case documentation for reference and audit purposes

Skills

• Prior experience working with FedEx, UPS, or other parcel carriers
• Experience handling billing disputes, claims, or freight invoice reviews
• Familiarity with FedEx Billing Online or carrier claim processes
• Experience with third-party billing scenarios
• Understanding of U.S. domestic shipping and carrier charge structures
• Shipber system experience is NOT mandatory, but is considered a strong plus
• Basic proficiency in Excel or Google Sheets

Requirements

• Fluent in both English and Chinese (written and verbal) – REQUIRED
• 1+ year of experience in logistics, shipping, transportation, or e-commerce customer service
• Experience with shipping or logistics systems (TMS, WMS, or shipping platforms) is required
• Strong customer communication skills with the ability to explain complex issues clearly and professionally
• Detail-oriented, well-organized, and strong follow-up skills
• Comfortable working across multiple systems and coordinating with cross-functional teams

Job Type: Full-time

Pay: $3,500.00 - $4,000.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person