S.F. Express ★ 3.2

Job Purpose / 岗位目的

Ensure high-quality, dedicated customer service support for assigned key accounts, particularly in large projects, e-commerce, and warehousing sectors. Act as a key communication bridge between clients and internal departments to solve issues and optimize service performance.

为指定的大客户，特别是大型项目、电商及仓储行业，提供高质量的专属客户服务支持。作为客户与公司 内部各部门之间的桥梁，及时解决问题并优化服务表现。

1. Account Management / 客户管理

• Serve as the main point of contact for assigned key accounts / 作为指定大客户的主要联系人；作为指定大客户的主要联系人；
• Understand clients’ specific service processes and requirements / 熟悉客户的服务流程及个性化需求；
• Handle inquiries, complaints, and requests in a timely and professional manner / 及时、专业地处理客户的咨询、投诉与服务请求。

2. Operation Follow-up / 运营跟进

• Monitor delivery status, order processing, stock levels, etc / 跟踪配送状态、订单处理、库存水平等运营数据；
• Coordinate with internal teams such as warehouse, operations, IT, and finance / 与仓库、运营、IT、财务等内部团队协调合作;
• Detect and prevent operational risks in advance / 预判并防范潜在的运营风险。

3. Reporting & Analysis / 报表与分析

• Prepare regular performance reports (e.g., SLA, delivery success rate, complaints) / 定期汇总服务表现报告（如SLA达成率、妥投率、投诉率）；
• Analyze root causes of issues and recommend solutions / 分析问题根源，提出优化建议。

4. SLACompliance / 服务水平管理

• Ensure all services meet contractual SLA commitments / 确保所有服务符合合同约定的SLA标准；
• Support continuous improvement of service quality and processes / 支持服务质量及流程的持续改进。

5. Customer Engagement / 客户关系维护

• Attend regular service reviews and business meetings with clients / 参加定期客户会议与服务评估；
• Support project launches and new service rollouts / 协助项目上线及新服务的推行。

• College degree or above in Logistics, Supply Chain, Business, or related fields / 物流、供应链、工商管理或相关专业，大专及以上学历;
• At least 1–2 years in customer service or logistics field / 至少1–2年客服或物流行业经验；
• Experience with key accounts, e-commerce, or warehousing is preferred / 有大客户、电商、仓储服务经验者优先;
• Strong communication and problem-solving skills / 沟通与问题解决能力强；
• Good teamwork and time management ability / 具备良好的团队协作和时间管理能力；
• Proficient in MS Office (Excel, Word, PP, Outlook, etc.) / 熟练使用办公软件（Excel、Outlook等)；
• Fluent in Chinese language (HSK4 above) and English is an advantage / 会中文和英语优先;
• Competitive salary with performance bonuses / 有竞争力的薪酬与绩效奖金；
• Opportunities to work with international key accounts / 有机会服务国际大客户项目；
• Professional training and career growth / 完善的培训体系与职业发展通道；
• Dynamic and supportive working environment / 充满活力和支持的工作环境;
• Social and health insurance policy / 社会保险与健康保险政策;
• Coaching & Feedback culture allows you to advance further in short-term and long term development goals / 辅导与反馈文化，支持您实现短期与长期的职业发展目标;
• Work in a pleasant and dynamic environment at our modern office / 在现代化办公室中工作，环境舒适、氛围活跃;
• Flexible days off. 弹性休假制度 One hour break within an eight-hour workday / 每天八小时工作制，包含一小时休息时间;
• Multifarious engagement activities under our Health & Well-being program / 多样化的健康与福祉项目活动;
• Regular team-building activities. 定期举办团队建设活动;
• Birthday gift / 生日礼物关怀。