Job Description

About Toolots – Toolots was founded in 2016 by CEO Jason Fu with one goal in mind, to sell reliable equipment fast. The company is headquartered in California and has offices located in the following Chinese and Taiwanese cities: Hangzhou, Shanghai, Ningbo, Qingdao, Shenzhen and Taichung. Toolots contains talented teams of product managers in both countries who are responsible for finding quality equipment and providing a platform for those manufacturers to sell worldwide. The company is in a rapid growth phase and needs talented & dedicated members who strive for success.

Responsibilities:

• Oversee customer service team
• Recruit, hire and train new customer service agents
• Generate sales from training agents to up-sell and cross-sell
• Research strategies to further improve the customer experience
• Set and maintain all customer service procedures and policies/ Develop detailed SOP
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
• Address returns, refunds, credits, and shipping tracking numbers
• Provide resources for quality customer service
• Implement customer service strategies to improve quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow
• Evaluate customer service agent and representative performance/ KPI tracking
• Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
• Create and implement an effective customer loyalty program
• Data analysis and build knowledge base and QA system
• Work with related department managers to get customer issues resolved

Qualifications:

• Excellent verbal and written communication skills
• Able to analyze data and sales statistics and translate results into better solutions
• Extensive e-commerce background
• Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Encouraging to team and staff; able to mentor and lead
• Previous experience in customer support, client services, sales, or a related field
• Ability to translate your skills to other employees through training and mentoring
• Creative problem solver who thrives when presented with a challenge
• The ability to maintain calm under pressure
• Able to multitask, prioritize, and manage time efficiently
• Computer literacy in order to extract reports, results and details of customer interaction

Required Education: University Degree is required

Required Experience:

7+ years' experience in customer service 4+ years' supervisory experience

Company Description

Toolots, Inc is a cross-border open e-commerce company that creates scale-able verticals and scale-able business solutions, and shares them among many platform customers. We have an initial focus on industrial equipment, but ultimately want to transform global business operations by virtualization and sharing not only intermediary functions but also internal business processes and employment. In order to support this ambition, we started with manufacturers first, and built a Shared Manufacturer-to-User (M2U) platform. At the same time, we are inventing and pioneering a new technology called Virtual Firm (VF) Technology to scale our deeply vertical platform which is otherwise hard to scale. Toolots wants to transform global business operations with ultimate efficiencies.