Customer Service Representative – Xmiles Last Mile Operations

Job Description

**Customer Service Representative – Xmiles Last Mile OperationsLocation:** Fontana, CA

**Company Overview**Awesung & Bloomsung Inc. is a large-scale integrated warehousing and logistics enterprise specializing in cross-border e-commerce support services, international transportation and customs clearance, Amazon FBA transfer, dedicated air freight lines, and one-stop fulfillment. We operate major warehouse centers across the U.S., including Los Angeles, Atlanta, Houston, and Cranbury (NJ), with a total warehouse area exceeding one million square feet.Due to business expansion, we are seeking **one Customer Service Representative** to support our **Xmiles Last Mile Service** operations and ensure exceptional customer experience.

**Job Responsibilities**

– **Customer Communication and Support**
– Act as the front-line representative for Xmiles final-mile customers, receiving and accurately understanding their service inquiries, business needs, and feedback.
– Respond to customer inquiries promptly via phone, email, or online systems, ensuring timely and effective resolution.
– Maintain strong customer relationships and continuously enhance satisfaction and service experience.
– **Logistics Exception Handling and Coordination**
– Coordinate with warehouse, transportation, and channel teams to follow up on delivery exceptions such as delays, returns, or lost packages.
– Analyze root causes of service issues and drive corrective actions to improve efficiency and quality.
– Maintain detailed exception-handling records to ensure information traceability and accountability.
– **Order and Scheduling Management**
– Coordinate customer needs with warehouse shipping schedules to ensure efficient order execution.
– Track daily order progress to guarantee accurate and timely completion.
– Assist in organizing and archiving customer order data for future analysis and performance review.
– **Cross-Departmental Collaboration and Problem-Solving**
– Communicate closely with warehouse, operations, sales, and logistics teams to ensure smooth delivery of customer requirements.
– Proactively coordinate resources and propose solutions for complaints or urgent issues to prevent escalation.
– Assist supervisors in developing standardized procedures for issue resolution and service optimization.
– **Data Recording and Service Quality Improvement**
– Accurately log customer feedback and exception outcomes; assist in compiling and analyzing customer satisfaction metrics.
– Support supervisors with other related tasks as needed.

**Requirements**

– High school diploma or above.
– Bilingual in English and Chinese (Mandarin).
– Proficient in Microsoft Office and other office software.
– Prior experience in customer service preferred.
– Experience in warehousing or logistics is a plus.
– Strong communication and coordination skills.
– Detail-oriented, responsible, and organized.
– Proactive in problem-solving and continuous improvement.

**Compensation and Benefits**

– Competitive pay structure:
– Internship period: **$20–23/hour**.
– Full-time (post-probation): **$50,000–$60,000/year** (**$24–28/hour**), based on performance.
– **H-1B sponsorship for 2026 may be considered**, depending on performance and company needs.
– Friendly and collaborative work environment with annual company trips, team gatherings, and holiday gifts.
– Employment will begin under a staffing agency, offering flexible sponsorship options and benefits. You will work directly with the company team, receive identical training, and enjoy equal growth and promotion opportunities. Outstanding employees will have the chance to transition to the company’s internal payroll.

**Interview Process**

– **Round 1:** HR Interview
– **Round 2:** Hiring Manager Interview (Video/Onsite)

**Application Instructions**Please contact **Candy**
**Email:** candychen@awesung.com

**工作职责客户沟通与需求响应**

– 作为Xmiles末派业务的前线客服，负责接收并准确理解客户的业务需求、问题反馈及服务咨询；
– 通过电话、邮件或在线系统及时回复客户，确保客户问题得到高效响应与妥善解决；
– 维护良好的客户关系，持续提升客户满意度与体验感。

**物流服务异常跟进与协调**

– 对接仓库、运输及渠道部门，跟进包裹派送、退件、延误等异常情况；
– 分析异常原因并推动各环节改进，确保服务质量与物流时效；
– 建立并维护异常处理记录，确保信息追踪可溯、反馈及时、责任明确。

**客户订单与排期管理**

– 协调客户需求与仓储发货计划，合理安排订单排期及执行时间；
– 跟进每日任务执行进度，确保客户订单准确、及时完成；
– 协助整理和归档客户订单数据，为业务优化与复盘提供支持。

**跨部门沟通与问题解决**

– 与仓库、运营、销售及渠道团队保持密切沟通，确保客户需求在各环节顺利落地；
– 在面对客户投诉或紧急问题时，主动协调资源并提供解决方案，防止问题扩大化；
– 协助上级建立标准化问题处理流程，持续优化客户服务体系。

**数据记录与服务质量提升**

– 准确录入客户反馈及异常处理结果，协助统计并分析客户满意度数据；
– 配合上级进行其他工作内容。

**要求**

– 高中以上学历
– 中英文流利
– 熟练使用办公软件
– 有客服经验优先
– 有仓储物流经验优先
– 善于沟通
– 工作细致认真
– 有一定的解决问题的思路

**薪资与待遇：**

– 公司有完善的薪酬体系，实习期间薪资为$20 – 23 /h,转正后根据表现调薪范围在$50000 – $60000 /year ($24 – $28)。
– 2026年H1B Sponsor depends
– 我们的工作氛围轻松愉快，同事关系合作友好，每年还有旅游，聚餐，节日礼物等。期待新同事的加入！
– 本岗位入职将与劳务公司签约，劳务公司将提供更灵活的Sponsor以及benefits。入职后，将与公司团队一起工作，接受同样的培训，获得一致的管理和发展机会。依据工作表现将得到转入payroll的机会。

**面试流程：**

– 一面：HR
– 二面：Hiring Manager 视频/Onsite 面试

申请方式请联系陈烨，发送简历至candychen@awesung.com

Job Type: Full-time

Pay: $20.00 – $23.00 per hour

Expected hours: 40 per week

Language:

– Mandarin (Required)

Work Location: In person