Chinese - Proficient
English - Upper Intermediate
Taiwanese - Proficient
#Customer relationship maintenance and management
#Cross-departmental resource integration and
- Project Owner of GoFreight Pay, one of the most profitable value-added services of the company, and be in charge of this project from A to Z.
- The go-to person of both internal and external accounting affairs.
- Host webinars to clarify laws and regulations of different countries and discuss implementation of accounting features with Product Managers.
- Supervise the email reply quality and assist team member to solve tickets according to the CS procedures.
- Create internal cross-department SOP and optimize CS efficiency.
- Complete the project of accounting manuals.
- Improving the customer service process, guiding customers to use new functions which enhance the sales channel dramatically.
- Assisted with the product development and UI/UX design by collecting user feedback.
— Customer Success Specialist
Feb 2021 ~ Oct 2021
-Take responsibility for all the Generic & Enterprise customer support with a special focus on the accounting section via email, Wechat and Whatsapp. Familiar with product logic and solving common questions.
- Identifying customer needs, analyzing pain points and providing the best solution. Enhance and optimize customer processes.
- Build user manuals and host product training in English and Mandarin.
- Coordinated with interdepartmental personnel to effectively track tickets.
- Maintain knowledge of maritime transportation and accounting.
- Build multiple email templates which increases not only efficiency by 900% but also reduces errors and ensures consistency.
- Cooperate the cargo delivery and handling process with terminals and suppliers.
- Integrate supplier status and coordinate with internal departments.
- Cost estimation and control.
- Conduct crisis handling.
- Build DG SOP and organize internal documents to optimize the process facilitate and efficiency.
- Arrange import and export cargo affairs and shipping schedule, correspondence with international agents.
- Handle payment business.
- Executive tasks at SA stage.
- Assist project cycle report.
- Assist to test with QA control during the development process.
- Assist to monitor planning and document signing at the stage of project execution.
- China, US and Europe business contact, responsible for quotation and product introduction, product management and other related matters.
- Cross- departmental coordination and delivery confirmation within the factory.
- Presentation to international clients during their visit.
- Follow up and complete more than 10 samples of project production processing.
- Build PM SOP to make the process run smoothly.
- Purchase various raw materials and negotiate prices.
- Receive international customers and assist to answer the question of products.
- Respond to customer complaints, and provide a better solution and service for the customer.
- Processing and organizing of shipping orders and orders.
- Confirm delivery date and arrange export/triangle trade HUB operation and follow up one- step production.
- Assist sales to handle sample/NRE Charge/transportation charges and other internal requests for payment.
- Assist sales to handle internal administrative operations related to sales business.
- Handle other business matters.