Who we’re looking for:

We are seeking a detail-oriented and proactive Customer Service Operations Associate to join our dynamic team. In this hands-on role, you will oversee order releases to 3PL partners, manage customer inquiries, handle shipment exceptions, coordinate return shipments, and assist with data maintenance—all to ensure a seamless and exceptional customer experience.

The position is full-time in our Hong Kong office.

Responsibilities:

• Oversee the daily release of orders to third-party logistics providers (3PLs) to ensure timely fulfillment

• Serve as the primary day-to-day liaison with 3PLs for handling exception cases and special requests

• Support the management and onboarding of future 3PL partners to expand our logistics network

• Assist with routine data maintenance tasks to ensure accuracy and efficiency in order processing

• Collaborate with carriers to troubleshoot and resolve shipping challenges

• Respond promptly and effectively to customer inquiries via email and other channels, with a focus on resolving shipment-related issues

• Proactively identify and recommend improvements to customer service processes to enhance overall customer experience

• Coordinate and log returns from returns warehouses, ensuring accurate tracking and processing

• Assist in maintaining data in our ERP system with purchase order inbounding, returns inbounding, and defect outbounding activities

Note: Approximately 60% of the role focuses on operational tasks, while the remaining 40% involves directly handling customer inquiries.

Who You Are:

• Professionally fluent in English

• Bonus: professionally fluent in spoken Cantonese

• You enjoy helping people

• Possess sound judgment and diplomacy when resolving customer issues

• Strong interpersonal skills with the ability to effectively collaborate and coordinate with 3PL partners and other stakeholders

• Able to meticulously follow processes

• Strong attention to detail

• Strong written communication skills

• Tech literate and able to learn new software with ease

• A collaborative team player who works well with others