About the role
Report to the COO.
Number of reports: 1

What you’ll do

You will accomplish day-to-day goals that provide superior logistic operations and experience for our customers.

• Assess goods importation requirements (e.g. packaging material, tariffs, freight, terms of trade) and ensure government compliance by preparing the relevant paperwork (e.g. application of inspection reports).
  
• Optimize transportation of goods from overseas vendors’ warehouses by balancing speed, cost, carrier quality and ensure smooth customs processing.
• Accurately estimate transportation (from overseas to Taiwan) costs, import tax and duties, local transportation and warehouse storage fees.
• Manage smooth inbound and outbound logistics processes (including product returns and exchanges) with 3rd party logistic providers, with a focus on enhancing brand image and customer experience.
• Represent the function in cross-team meetings to discuss customer-related projects.

You are data-driven. You will track metrics to quantify customer satisfaction and continuously improve performance.

• Effectively use existing and implement new tools to help draw valuable customer insights.
• Identify, maintain and analyze relevant data to monitor and improve performance.
• Work with the customer experience team to collect, manipulate and analyze customer feedback data and continuously explore opportunities to improve customer experience.

You will serve as the voice of our customers to the rest of the organization and collaborate on improvement projects.

• Identify, summarize and share customer insights with other functions (e.g. Customer Experience, Merchandising, Marketing and Vendor Management) in an effort to increase customer satisfaction and in turn, reduce churn.
• Through data, you will uncover customer pain points and recommend solutions to improve the overall customer experience in an impactful way.