Bilingual Client Success Specialist

UniUni Logistics Inc.; Vancouver; On-site; CAD 60,000 - 85,000; Full time

Job summary

UniUni Logistics Inc. is seeking a dedicated last-mile operations analyst to monitor delivery quality and track key metrics. You will provide customized performance reports to clients and collaborate with operations, product, and sales teams to drive continuous improvement.

Required are strong Mandarin and English communication skills, data analysis capabilities, and Excel proficiency. You will support cross-time zone communication and handle peak-season overtime with composure and rigor.

Qualifications

• Strong Mandarin and English communication skills (both written and spoken).
• Experience in logistics, particularly e-commerce logistics, is preferred.
• Proficient in data processing and Excel for data modeling and reporting.

Responsibilities

• Monitor and track last-mile delivery quality with metrics such as scanning rate, delivery success rate, and timeliness.
• Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.
• Assist in handling exceptions and disputes.
• Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales).
• Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports.
• Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.
• Engage effectively with China-based and overseas clients through Mandarin and English.

Skills

Mandarin and English communication

Data analysis

Customer service mindset

Time management

Multitasking

Cross-functional collaboration

Tools

Excel

Job description

About UniUni

UniUni is an international leader in last-mile logistics, delivering tens of millions of parcels annually across Canada and rapidly expanding in the United States. Founded in 2019, UniUni’s tech-driven innovation and crowdsourcing delivery model offer fast, economical, and reliable services to local, domestic, and international e-commerce clients.

• Monitor and track last-mile delivery quality, including key metrics such as scanning rate, delivery success rate, and timeliness; provide customized performance reports to clients.
• Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.
• Assist in handling exceptions and disputes.
• Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales).
• Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports.
• Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.
• Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients.
• Experience in logistics, particularly in e-commerce logistics, is preferred.
• Strong customer service mindset, problem-solving skills, and ability to work under pressure.
• Proficient in data processing and analysis; skilled in Excel for data modeling and reporting.
• Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively.
• Experience in stakeholder management or team collaboration is a plus.