Customer Service Supervisor

Job Responsibility:

• Monitor end-to-end fulfillment, coordinate with warehouse and carriers, and track reverse logistics.

• Provide guidance, support, and training to customer service representatives.

• Monitor and evaluate team performance, providing feedback and coaching as needed.

• Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner.

• Develop and implement customer service policies, procedures, and standards.

• Aggregate and analyze customer metrics (response time, return rates, complaint reasons) and generate reports to identify operational pain points.

• Track platform performance metrics, manage customer feedback, and address risk control issues to protect account health.

• Utilize seller portals and ERP systems to continuously optimize customer service workflows based on data.

• Partner with warehouse, operations, and support teams to drive issue resolution and meet service KPIs.

Qualifications:

• Fluent in English and Mandarin

• Bachelor’s degree or higher.

• Experience in e-commerce customer service, logistics, or ERP operations preferred.

• Strong communication and interpersonal skills.

• Ability to analyze data and make data-driven decisions.

• Open to motivated recent graduates (training provided).

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Do you require employment visa sponsorship now or in the future?

Education:

• Bachelor's (Required)

Experience:

• Customer relationship management: 1 year (Required)

Language:

• Mandarin (Required)

Ability to Commute:

• Salem, NH 03079 (Required)

Work Location: In person