Job Description Summary:

The Operations Specialist plays a vital role in our organization, ensuring smooth operations across various departments. This includes managing customer services, technical support, along with product-related activities, warehouse operations, process optimization, project management, and interdepartmental coordination with our overseas counterpart. 

The goal is to maintain seamless processes across various departments, optimize system and data management, and ensure that the company's product handling and customer service are efficient and effective. Your contributions are key to enhancing overall organizational performance and customer satisfaction.

Key Responsibilities 

Project Management:

• Lead cross-functional projects, managing resources and timelines.

Customer Services Management

• Manage the company’s current ticketing system (Zendesk) that allows customers' inquiries and issues to be tracked, assigned, resolved, and documented through company CRM. 
• Manage and train both Customer service and Tech Support departments to have the product knowledge and communication skills to assist customers efficiently. 
• Implement solutions to improve customer connection rates
• Monitor the performance of the Asia-based CS team and QC them
• Create and handle a dashboard for the whole department for data insight

Process Optimization and Project Management:

• Implement strategies to streamline workflows.
• Manage and execute diverse projects.
• Coordinate activities across different departments for efficiency and effectiveness.

Product Management:

• Oversee the entire product lifecycle, from warehouse inventory to delivery.
• Handle product transfers between warehouses 
• Process international shipments, particularly containers from China to the U.S.

ERP System and Warehouse Management:

• Utilize ERP system to Manage inventory tracking and replenishment.
• Conduct warehouse operations management, ensuring optimal organization and product flow.
• Collaborate with marketing for demo room hosting, affiliate programs, and Key Opinion Leaders (KOL) to ensure timely order fulfillment.

Data Analysis and Dashboard Management:

• Design and maintain Customer Service (CS) dashboards in Zendesk.
• Develop dashboards for marketing, repairs, technical support (TS), and CS to track performance.
• Analyze data to optimize marketing strategies and operational efficiency.

Qualification and Skills:

• Bachelor’s degree in a relevant field.
• Minimum 3 years of management experience 
• Proficient in Microsoft Suite, Google Suite, ERP systems, and Tableau.
• Strong communication skills, analytical ability, and problem-solving skills.
• Bilingual in Mandarin

Working Conditions:

• Regular office hours with some flexibility for operational demands.