The Customer Experience Associate manages critical administrative and operational tasks related to post-sale customer service and cross-border logistics. This role focuses heavily on detailed order processing, regulatory compliance, and maintaining carrier relationships to ensure the smooth, timely delivery of international shipments. The Associate is responsible for resolving complex customer inquiries, managing financial disputes (chargebacks), and executing necessary regulatory documentation. This position also requires contribution to ongoing process improvement and accurate data reporting.
Core Responsibilities:
Customer & Order Administration
Order Processing: Execute order modifications, cancellations, and troubleshoot problem orders by strictly following established procedures.
- Inquiry Management: Address and resolve customer inquiries via phone and email using CS software, ensuring adherence to response time metrics.
- Financial & Fraud Mitigation: Manage chargeback dispute documentation and submission. Screen potentially fraudulent transactions.
Reputation Monitoring: Track and manage customer reviews, developing and executing response strategies and handling negative review escalations.
Logistics & Carrier Management
Customs Compliance: Prepare, submit, and track all necessary regulatory documentation for international shipments (customs clearance).
- Carrier Communication: Serve as the primary administrative contact for international couriers. Manage daily carrier pickup scheduling and maintain carrier contact information and escalation hierarchies.
- Returns & Disputes: Process undeliverable shipments and customer returns. Initiate and track logistics-related invoice disputes.
Information Management: Maintain up-to-date knowledge of product instructions to provide accurate information to customers, mitigating potential issues.
Operational Support & Reporting
Process Documentation: Contribute to the creation, updating, and documentation of operational procedures for the customer service department.
- Administrative Reporting: Prepare recurring monthly reports and ad-hoc analysis on key metrics, including order volume, chargebacks, and service performance.
- Department Coordination: Attend cross-departmental meetings to facilitate systematic problem-solving and ensure operational alignment.
Qualifications:
- Experience: Proven administrative, operations, or customer service experience, preferably within an e-commerce or international logistics environment.
- Skills: Exceptional attention to detail, highly organized, and proficient in data entry and complex documentation management.
- Technical: Competency with CS software, order processing systems, and proficiency in Microsoft Excel.
- Communication: Professional written and verbal communication skills necessary for detailed communication with customers and external carriers.
- Work Style: Demonstrated ability to manage high-volume tasks accurately and work independently to meet deadlines.
To Apply:
Submit your resume and a brief professional summary detailing relevant experience.
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