Client Success Specialist; Bilingual English and Mandarin

Position: Client Success Specialist(Bilingual English and Mandarin)
About Uni Uni

Uni Uni is a dynamic and fast-growing courier service operating in the US and Canada, dedicated to transforming e-commerce logistics. With cutting-edge technology and a relentless drive, we optimize last-mile delivery to meet the ever-evolving demands of online shoppers within an evolving industry. Handling hundreds of thousands of parcels daily, we have established ourselves as a trusted leader in the industry, ensuring speed, efficiency, and reliability for e-commerce and logistics companies across North America.

1. 负责尾程小包派送质量的全流程跟踪与监控,包括上网率,妥投率,妥投时效等关键指标,并为客户提供定制化的绩效报告.

o Monitor and track last-mile delivery quality, including key metrics such as scanning rate, delivery success rate, and timeliness; provide customized performance reports to clients.

2. 高效响应客户咨询,及时处理服务工单,确保客户问题得到闭环解决.

o Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.

3. 协助处理异常情况及纠纷.

o Assist in handling exceptions and disputes.

4. 搭建并维护客户与内部团队(如运营,产品,销售等)的良好协作关系.

o Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales).

5. 通过数据分析识别服务环节中的问题,推动流程优化并定期输出改进报告.

o Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports.

6. 适应跨时区沟通,支持跨境电商物流旺季加班需求.

o Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.

任职要求 / Qualifications
• 具备优秀的中英文沟通能力(书面和口语),能够与国内外客户流畅对接.

o Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients.
• 具有物流行业经验,尤其是电商物流领域经验者优先.

o Experience in logistics, particularly in e-commerce logistics, is preferred.
• 客户服务意识突出,具备出色的问题解决能力和抗压能力.

o Strong customer service mindset, problem-solving skills, and ability to work under pressure.
• 具备数据处理和分析能力,熟练使用Excel进行数据建模和报表制作.

o Proficient in data processing and analysis; skilled in Excel for data modeling and reporting.
• 具备优秀的跨部门协作能力和时间管理能力,能同时处理多项任务.

o Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively.
• 有利益相关方管理或团队协作经验者优先.

o Experience in stakeholder management or team collaboration is a plus.