Customer Service Operations Associate

Customer Service Operations Associate

Founded in 2014, Linjer is a design studio with Scandinavian roots dedicated to creating timeless, high-quality jewelry, bags, and watches. Frustrated by the limited options between fast fashion and overpriced luxury, we partner directly with top suppliers to deliver beautiful, well-crafted products at a fraction of traditional luxury prices. We are committed to thoughtful design and sustainable practices, using recycled metals, ethically sourced gemstones, and conflict-free, lab-grown diamonds. Our company is rapidly scaling and we're excited to expand our Hong Kong office by adding 10 new team members this year.

What Linjer offers:

• A multicultural and inclusive team culture
• Talented and passionate colleagues committed to excellence
• A predictable 9am-6pm work schedule (night/weekend work exceedingly rare and only for the biggest emergencies)
• Accelerated career growth opportunities for high achievers

Who we're looking for: We are seeking a detail-oriented and proactive Customer Service Operations Associate to join our dynamic team. In this hands-on role, you will oversee order releases to 3PL partners, manage customer inquiries, handle shipment exceptions, coordinate return shipments, and assist with data maintenance—all to ensure a seamless and exceptional customer experience. The position is full-time in our Hong Kong office.

Responsibilities:

• Oversee the daily release of orders to third-party logistics providers (3PLs) to ensure timely fulfillment
• Serve as the primary day-to-day liaison with 3PLs for handling exception cases and special requests
• Support the management and onboarding of future 3PL partners to expand our logistics network
• Assist with routine data maintenance tasks to ensure accuracy and efficiency in order processing
• Collaborate with carriers to troubleshoot and resolve shipping challenges
• Respond promptly and effectively to customer inquiries via email and other channels, with a focus on resolving shipment-related issues
• Proactively identify and recommend improvements to customer service processes to enhance overall customer experience
• Coordinate and log returns from returns warehouses, ensuring accurate tracking and processing
• Assist in maintaining data in our ERP system with purchase order inbounding, returns inbounding, and defect outbounding activities

Note: Approximately 60% of the role focuses on operational tasks, while the remaining 40% involves directly handling customer inquiries.

Who You Are:

• Professionally fluent in English
• Bonus: professionally fluent in spoken Cantonese
• You enjoy helping people
• Possess sound judgment and diplomacy when resolving customer issues
• Strong interpersonal skills with the ability to effectively collaborate and coordinate with 3PL partners and other stakeholders
• Able to meticulously follow processes
• Strong attention to detail
• Strong written communication skills
• Tech literate and able to learn new software with ease
• A collaborative team player who works well with others

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