What are the responsibilities and job description for the Customer Service position at JW Fulfillment?
Role Overview
We’re looking for a friendly, detail-oriented Customer Service Representative to join our team. You’ll be the first point of contact for our customers, helping resolve issues, answering questions, and ensuring a smooth delivery experience for every shipment. You’ll also support the finance team by managing invoices and monitoring accounts receivable.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner
- Provide shipment updates, resolve delivery issues, and answer questions about our services
- Assist customers with using our instant pricing and shipment monitoring platform
- Coordinate with dispatchers, drivers, and operations teams to ensure customer satisfaction
- Document interactions and follow up on outstanding issues
- Identify and escalate complex or unresolved problems to the appropriate team
- Maintain a positive, empathetic, and professional attitude at all times
- Manage customer invoices: Generate, send, and track invoices for completed deliveries
- Monitor accounts receivable: Follow up with customers regarding outstanding payments and assist with payment-related inquiries
Must-Have Skills & Experience
- Previous experience in customer service, preferably in logistics, transportation, or delivery
- Excellent communication skills, both verbal and written
- Strong computer skills (email, chat, CRM systems, shipment tracking platforms, and invoicing software)
- Basic understanding of invoicing and accounts receivable processes
- Problem-solving mindset and ability to stay calm under pressure
- Attention to detail and organizational skills
- Ability to work in a fast-paced environment and juggle multiple tasks
- Bilingual proficiency in Mandarin and English (spoken and written)
Preferred
- Experience with large parcel or freight delivery services
- Familiarity with instant pricing and shipment monitoring systems
- Experience with accounting or invoicing software
Job Type: Full-time
Pay: $20.00 - $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Logistics: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Language:
- Chinese (Preferred)
Ability to Commute:
- Pomona, CA 91766 (Required)
Work Location: In person
Salary : $20 - $21