Logistics Customer Service Specialist (Tiếng Trung)

General Description:
• This role will handle day-to-day customer communications, performance follow-up, and process coordination between operations, planning, and cross-border teams.
• The ideal candidate will be fluent in Chinese to facilitate effective collaboration with the customer's suppliers and stakeholders in China, and demonstrate strong problem-solving, communication, and stakeholder management skills.
Responsibilities:
1. Customer Relationship & Communication
• Act as the central contact for the customer service topics in Vietnam.
• Manage daily operational communication with the customer, suppliers, and internal stakeholders (Warehouse, Transportation, Planning).
• Provide proactive updates, exceptional handling, and issue resolution to ensure service quality.
• Prepare and deliver performance and service review reports to customers as required.
2. Order and Shipment Coordination
• Oversee inbound and outbound shipments, ensuring timely processing and documentation accuracy.
• Monitor system updates (WMS/SAP) and ensure alignment between customer requirements and operational execution.
• Coordinate with cross-functional teams to ensure on-time delivery and operational compliance.
3. Reporting & Performance Management
• Track service KPIs, analyze root causes for service deviations, and support continuous improvement initiatives.
• Maintain accurate and up-to-date shipment and service records for audit and performance tracking.
4. Billing and Documentation
• Verify and consolidate monthly billing data for customer and supplier invoicing.
• Ensure accuracy and timeliness in billing and payment follow-up processes.
5. Collaboration & Project Support
• Support new business onboarding, transitions, and project implementation for this account in Vietnam.
• Coordinate with regional and China teams to align processes, share best practices, and maintain consistent service standards.
Note: There's a daily shuttle bus to pick you up from Hanoi to Vinh Phuc. It takes about 45 minutes from Hanoi to the working location.