What are the responsibilities and job description for the US Local Customer Service Specialist position at iRobot?
岗位职责：
1、负责iRobot美国区域用户全周期客服工作，解答产品咨询、使用问题、售后质保、退换货、故障排查等各类诉求，快速解决用户问题，提升美国用户满意度与品牌口碑。
2、精准对接中方总部运营、产品、售后团队，同步美国本地用户反馈、市场问题、客诉数据，清晰传递中美双方工作信息，做到信息无偏差、对接高效闭环。
3、严格遵从中方团队的工作流程、管理制度、考核标准与工作部署开展日常工作，主动适配中方工作节奏，不被美式自由职场文化影响，坚守岗位执行力与团队协作性。
4、整理美国区域客服台账、客诉案例、用户需求汇总，定期向中方管理层提交工作报表与复盘总结，配合中方完成市场优化、服务升级等相关工作。
5、协助中方团队完成美国本地用户调研、产品适配建议、本地化服务优化等辅助工作，助力品牌深耕美国市场。
6、处理美国区域突发客服舆情、集中客诉问题，第一时间同步中方管理层，配合制定解决方案并落地执行。
Key Responsibilities
- Customer Service & User Support
- Manage end-to-end customer service for users in the U.S. market, handling product inquiries, usage-related questions, warranty and after-sales support, returns and exchanges, troubleshooting, and other customer requests. Resolve issues promptly to improve customer satisfaction and strengthen brand reputation in the U.S.
- Cross-Border Coordination with China HQ
- Work closely with the China-based Operations, Product, and After-Sales teams. Communicate U.S. customer feedback, market issues, and complaint data accurately and efficiently, ensuring clear information flow and effective issue resolution between the U.S. team and China headquarters.
- Process Execution & Team Collaboration
- Follow the workflows, management procedures, performance standards, and operational requirements established by the China-based team. Adapt effectively to the working cadence of China HQ while maintaining strong execution, accountability, and cross-team collaboration.
- Customer Service Reporting & Analysis
- Maintain customer service records, complaint cases, and summaries of customer needs for the U.S. market. Prepare regular reports and post-case reviews for China-based management, and support ongoing improvements in market operations and service quality.
- U.S. Market & Localization Support
- Support the China-based team with local U.S. user research, product adaptation recommendations, and service localization initiatives to help strengthen the brand's presence and customer experience in the U.S. market.
- Escalation & Customer Issue Management
- Handle urgent customer service incidents, emerging reputation issues, and spikes in customer complaints in the U.S. market. Escalate critical issues promptly to China-based management and support the development and execution of appropriate resolution plans.