Due to the nature of cross-border transactions and fragmented orders, cross-border e-commerce is often prone to confusion in daily team management. Whether in product development, procurement, packaging, warehousing, logistics or customs clearance, the probability of problems is greater than that of domestic e-commerce. Therefore, managers of cross-border e-commerce teams must establish a complete set of problem discovery and accountability mechanisms to promptly remedy the procedural defects that cause problems after they occur.
The cross-border e-commerce customer service position is suitable for this role. Because customer service personnel are the direct contact person for overseas customers, they listen to and solve all the problems raised by customers and are the first contact point in the team to realize all problems.
Therefore, the cross-border e-commerce team must give full play to the management and monitoring functions of customer service personnel, let customer service personnel regularly classify and summarize all customer problems encountered, and promptly feedback to sales managers, procurement managers, warehousing managers, logistics managers and general managers, etc., to provide important reference information for these decision makers to adjust their positions and optimize work processes. This is the management and monitoring function of customer service personnel.