客户服务经理 Account Manager

该职位来源于猎聘 客户经理是我们公司与客户之间的核心桥梁。此岗位负责精准的需求收集和正确的传递、高效的多部门沟通和协调、优秀的执行力及高效的产出、良好的团队合作和优秀的客户关系管理，确保客户需求与公司运营的有效匹配和平衡，实现业务的顺利推进和持续性良好发展及客户满意度的持续性提升。工作语言以英语为主，保障业务沟通顺畅无阻。 The account manager serves as the core bridge between our company and our customers. This position entails precise requires collection and accurate communication, efficient multi-departmental communication and coordination, excellent execution and efficient output, good teamwork, and excellent customer relationship management. The account manager ensures effective matching and balance between customer needs and company operations, facilitating smooth business advancement, sustained good development, and continuous improvement in customer satisfaction. English serves as the primary working language to enable seamless international business communication. 岗位具体职责 Job Responsibilities 1.客户需求信息收集与传递 Customer Requirement Information Collection and Transmission 主动通过定期会议、现场走访、线上沟通等多种方式与客户建立常态化、深层次的沟通渠道，全面收集客户在物流相关项目中关于仓储运营管理、物料配送、流程优化等方面的各类需求，包括但不限于服务质量期望、特殊业务需求、流程改进建议等。 Actively establish regular and in-depth communication channels with customers through various means such as regular meetings, on-site visits, and online communication to comprehensively collect all kinds of customer needs in logistics-related projects regarding warehouse operation management, material distribution, process optimization, etc., including but not limited to service quality expectations, special business needs, and process improvement suggestions. 对收集到的客户需求进行详细梳理、分类与分析，转化为清晰、准确且具有可操作性的信息文档或任务清单，及时传递给内部运营团队，同时提供详细的背景说明与解读，确保运营团队充分理解客户意图及需求要点，为后续服务方案的制定与实施提供有力依据。 Sort, classify and analyze the collected customer requirements in detail, transform them into clear, accurate and operable information documents or task lists, and timely transmit them to the internal operation team. At the same time, provide detailed background explanations and interpretations to ensure that the operation team can fully understand the customer's intentions and key points of requirements, providing a strong basis for the formulation and implementation of subsequent service plans. 2.运营信息反馈与沟通协调 Operation Information Feedback and Communication Coordination 接收内部运营团队在各项业务执行过程中的关键信息，如服务进度更新、潜在问题预警、资源调配需求等，对该类信息进行整合提炼后，以专业、及时的方式反馈给客户，让客户实时掌握项目运营状态。 Receive key information from the internal operation team in the process of various business execution, such as service progress updates, potential problem warnings, and resource allocation needs. Integrate and refine this information and feed it back to customers in a professional and timely manner, enabling customers to keep abreast of the project operation status in real time. 搭建客户与运营团队之间高效的沟通平台，协调双方在业务流程、技术标准、时间安排等方面可能出现的分歧或误解，推动双方达成共识，共同推进项目进展。针对重大问题或突发事件，及时组织跨部门会议或专项沟通，确保问题快速解决，避免对客户业务造成不利影响。 Build an efficient communication platform between the customer and the operation team, coordinate differences or misunderstandings that may arise between the two parties in business processes, technical standards, time arrangements, etc., promote consensus between the two parties and jointly promote the progress of the project. For major issues or emergencies, timely organize cross-departmental meetings or special communication to ensure that problems are quickly resolved and avoid adverse effects on the customer's business. 3.客户关系维护与优化 Customer Relationship Maintenance and Optimization 制定并执行客户关系维护计划，通过定期电话、邮件、现场走访等客户回访、组织客户满意度调查、开展节日问候、生日祝福、专属推广活动等客户关怀活动，提升客户对公司的认同感与忠诚度，及时了解客户新的及潜在需求，为公司业务拓展提供线索。 Develop and implement a customer relationship maintenance plan. Through regular customer return visits (by phone, email, on-site visits, etc.), organizing customer satisfaction surveys, and carrying out customer care activities (such as holiday greetings, birthday wishes, exclusive promotional activities, etc.), enhance the customer's sense of identity and loyalty to the company. Timely understand the new and potential needs of customers and provide clues for the company's business expansion. 作为客户服务代表，主动处理客户投诉与建议，秉持客户至上原则，快速响应客户诉求，协调内部资源制定解决方案，并跟踪解决方案的实施效果，直至客户满意。通过高效的问题解决机制，将客户的负面体验转化为改善客户关系的契机，树立公司良好的品牌形象。 As the customer service representative, actively handle customer complaints and suggestions. Adhering to the principle of customer ***, respond quickly to customer demands, coordinate internal resources to formulate solutions, and track the implementation effect of the solutions until the customer is satisfied. Through an efficient problem-solving mechanism, transform the customer's negative experience into an opportunity to improve customer relationships and establish a good brand image of the company. 4.数据整理与分析支持 Data Collation and Analysis Support 协助建立健全客户服务数据管理体系，收集、整理、管理客户需求响应、沟通记录、满意度评价等相关数据信息，确保数据的准确性、完整性与及时性。 Assist in establishing and improving the customer service data management system, collect, collate and manage data information related to customer demand response, communication records, satisfaction evaluation, etc., ensuring the accuracy, completeness and timeliness of the data. 对客户服务数据进行初步分析，如客户需求类型及频次分布的统计分析、客户满意度得分及趋势变化的计算、投诉热点问题分析等，为公司管理层提供数据洞察与决策支持，助力公司优化服务流程、提升服务质量、合理配置资源。 Conduct preliminary analysis of customer service data, such as statistical analysis of the types and frequency distribution of customer needs, calculation of customer satisfaction scores and trend changes, analysis of hot issues in complaints, etc., provide data insights and decision support for the company's management, and help the company optimize service processes, improve service quality, and rationally allocate resources. 5.文档管理与知识传承 Documentation Management and Knowledge Inheritance 负责客户服务过程中各类文档资料的整理与归档，包括客户需求文件、沟通记录、会议纪要、解决方案报告等，建立完善的项目知识库，供团队成员随时查阅学习。 Be responsible for sorting and archiving various types of document materials in the customer service process, including customer requirement documents, communication records, meeting minutes, solution reports, etc., and establish a complete project knowledge base for team members to consult and learn from at any time.

任职要求 Requirements 本科及以上学历，物流管理、供应链管理、国际贸易、商务英语等相关专业优先。 Bachelor's degree or above, majoring in logistics management, supply chain management, international trade, business English or related fields is preferred. 具备 5 年以上客户服务管理经验，其中至少 3 年物流行业或供应链领域的客户联络工作经验，熟悉各类物流业务模式者优先。 Have more than 5 years of customer service management experience, including at least 3 years of customer liaison work in the logistics industry or supply chain field. Those familiar with various logistics business models are preferred. 精通英语，具备出色的听说读写能力，能在商务场景中自如地用英语沟通、撰写报告及邮件，英语水平达到大学英语六级或同等及以上水平。 Proficient in English, with excellent listening, speaking, reading and writing abilities. Be able to communicate, write reports and emails freely in English in business scenarios. English level reaches CET-6 or equivalent or above. 熟练掌握 Office 办公软件（Word、Excel、PowerPoint 等），能熟练运用 Excel 进行数据整理及简单分析，具备良好的文档撰写与汇报演示能力。 Proficient in Office software (Word, Excel, PowerPoint, etc.), be able to skillfully use Excel for data collation and simple analysis, and have good document writing and presentation reporting abilities. 具备出色的沟通协调能力，能与不同性格、不同层级的客户及内部同事建立良好的合作关系，拥有优秀的团队合作精神及跨部门沟通能力，能在多元文化环境中高效开展工作。 \Have excellent communication and coordination abilities, be able to establish good cooperative relationships with customers and internal colleagues of different personalities and levels, have excellent team spirit and cross-departmental communication ability, and be able to work effectively in a multicultural environment. 具备较强的问题分析与解决能力，能快速把握客户问题核心，制定合理解决方案并有效跟进实施；具备良好的适应性及危机处理经验，能在压力下保持冷静，妥善处理各类突发事件。 Have strong problem analysis and solving abilities, be able to quickly understand the core of customer problems, formulate reasonable solutions, and effectively follow up the implementation. Have good adaptability and crisis handling experience, be able to remain calm under pressure and properly handle various emergencies. 具备高度的客户服务意识与责任心，始终以客户满意度为核心，主动为客户提供优质服务，对客户需求具备敏锐的洞察力与响应能力。 Have a high sense of customer service and responsibility, always focus on customer satisfaction, actively provide high-quality services to customers, and have a keen insight and response ability to customer needs. 具备较强的学习能力与自我提升意识，能主动关注行业动态及市场变化，不断学习新知识、新技能，提升自身综合素质与业务能力，以适应公司业务发展及岗位要求的不断变化。 Have strong learning ability and self-improvement awareness, be able to actively pay attention to industry trends and market changes, constantly learn new knowledge and skills, improve their comprehensive quality and business ability, and adapt to the continuous changes of the company's business development and job requirements. 能在高强度、高压力的工作环境中保持积极乐观的心态，高效完成各项工作任务，具备严谨的工作态度及较强的时间管理能力，确保工作的准确性与及时性。 Be able to maintain a positive and optimistic attitude in a high-intensity and high-pressure work environment, efficiently complete various work tasks, have a rigorous work attitude and strong time management ability, and ensure the accuracy and timeliness of work. 具备良好的团队协作能力，能与团队成员高效配合完成工作目标。 Possess good team collaboration skills and can cooperate with team members efficiently to achieve work goals. 具备清晰的逻辑，能将负责的问题有效的呈现给团队和客户。 Possess clear logic and be able to effectively present the issues in charge to the team and clients. 具备多元文化意识，能适应多元文化工作环