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Customer Service
2 months ago
Position Summary
CTK USA, INC. is a leading partner for e-commerce businesses providing end-to-end logistics & fulfillment services across diverse consumer product industries. CTK USA, INC. enables merchants to focus on building their brand and achieving next-level growth by providing revolutionary multi-channel order fulfillment services and e-commerce solutions. CTK USA, INC. is a US subsidiary of CTK Co., Ltd., the biggest full-service platform for cosmetics products in South Korea (publicly traded in KOSDAQ: 260930).
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Manage the end-to-end coordination of CTK USA, Inc. client orders, and inbound/outbound shipments overseeing the entire process until completion.
- Maintain effective and clear communications with internal teams, and customers, providing them with detailed information, and updates.
- Implement meticulous monitoring of orders and inbound/outbound shipments, ensuring customers are consistently informed about the progress from beginning to end.
- Ensure accurate and timely milestone updates in our systems to facilitate timely order closure and invoicing without delays.
- Coordinate confirmations, arrange trucker pickups, file delay/loss/damage claims with carriers, and manage container gate-ins, all while adhering to set deadlines.
- Cultivate and nurture strong customer relationships, offering a top-notch customer service experience that aligns with our commitment to excellence.
- Collaborate closely with customers and operations to deliver innovative solutions and a superior level of customer service.
- Formulate and uphold standard operating procedures (SOPs) and training of systems for new customers.
- Fulfill any additional duties or responsibilities as assigned to contribute to the overall success of the team and organization.
- Manage a high volume of inbound/outbound, emails, messaging apps, and phone calls.
- Assist daily and communicate with warehouse operations as needed to include data entry, prepare shipments, order processing systemically, trouble shooting.
- Collaborate with team members and superiors to ensure seamless workflow and timely completion of tasks.
- Document any discrepancies and communicate findings to the relevant parties for resolution.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Prefer 2+ years of CS experience.
- Bilingual Korean /English required.
- Understanding and following policies and procedures.
- Knowledge of Warehouse Management System(s) in a 3PL environment a plus.
- Tracking and tracing shipments or products.
- Understanding of service providers and carriers in related supply chain environments.
- Communicating potential concerns or delays.
- Operating in a fast pace and changing environment.
- Operating in both a team and individual contributor environment.
- Communicating with co-workers to provide and receive direction.
- Preparing basic reports, queries, and operational information.
- Must be able to read, write, and speak English fluently.
- Strong organizational skills with the ability to prioritize tasks effectively
- Proficient in using Microsoft Office (Word, Excel, PowerPoint), and other office software.
Compensation and Benefits
· Competitive salary (DOE).
· Strong benefits: vacation, holidays, health insurance (Medical/Dental/Vision PPO) and 401(k).
· Opportunities for career advancement.
· Company dedicated to continuous improvement initiatives.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Company DescriptionEveryone wants to work here. We make sure our employees are recognized, we have employee recognition events every month and give out awards. We like to consider our business more relaxed yet get the job done and proud of what you do.Company DescriptionEveryone wants to work here. We make sure our employees are recognized, we have employee recognition events every month and give out awards. We like to consider our business more relaxed yet get the job done and proud of what you do.
