Logistics Customer Service Specialist
4 semanas atrás
ABOUT SHEIN
SHEIN is a global online fashion and lifestyle retailer, offering SHEIN branded apparel and products from a global network of vendors, all at affordable prices. Headquartered in Singapore, SHEIN remains committed to making the beauty of fashion accessible to all, promoting its industry-leading, on-demand production methodology for a smarter, future-ready industry. Founded in 2012, SHEIN has more than 16,000 employees operating from offices around the world and continues to expand operations globally. Join SHEIN and be the future
ABOUT THE ROLE
The agent is responsible for supporting all our sellers on the SHEIN platform by answering seller inquiries via telephone, addressing complaints, and coordinating with 3PL to find solutions. The person will also work with different stakeholders to ensure success in the seller's logistics process.
This position will act according to the service process standards, proactively contact logistics providers to resolve fulfillment issues between local sellers and logistics providers, accurately determine responsibilities for problems, and enhance the seller fulfillment experience.
Responsibilities:
- Listen to local sellers' demands, quickly identify issues, and refer to service processes and standards through phone calls, instant messaging, etc. to solve problems accurately and assign responsibilities;
- Take proactive measures to handle and follow up on local sellers' abnormal logistics and fulfillment orders, ensuring the team achieves work objectives;
- Analyze the needs of local sellers and logistics providers, identify business process issues and areas for improvement, propose optimization suggestions, and drive improvement initiatives;
- Collect, analyze, and interpret operational logistics data to identify areas for improvement and optimize seller support processes;
- Identify and implement improvements in seller support processes based on data insights and seller feedback.
Qualifications:
- Bachelor's degree or above. High school graduates must have at least 2-3 years of experience in logistics or customer service, with a focus on data-driven decision-making;
- Strong comprehension and service abilities;
- Good teamwork and collaboration skills;
- Willingness to work on a rotating shift schedule;
- English is a must; Mandarin is a plus;
- Strong ability to analyze logistics and operational data using tools like Excel.
At SHEIN, we believe that diversity is the force that drives innovation. We are committed to creating an environment where all voices are heard, valued, and respected. All our vacancies are inclusive for people with disabilities, women, black people, LGBTQIAPN+ community, and all types of diversity.
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