Product Support Specialist

Summary:

Oceania International is a fast-growing E-commerce company seeking an experienced and proactive Product Support Specialist to join the team. This position will oversee these operations ensuring that the most efficient use of resources are being utilized. Production and customer service targets will be met through planning, coordinating, continuous improvement, and directing of labor resources.

The Product Support Specialist will play a critical role in managing our repairs and quality control team, facilitating communication between the US and China, and ensuring operational excellence. This position requires a bilingual professional fluent in Chinese and English, with strong organizational skills, familiarity with data analysis, and basic knowledge of warehouse management SOPs and workflows. The Product Support Specialist will report directly to the Chief Operating Officer (COO) and must be flexible to accommodate meetings with our China team during after-hours at least 2-3 times a week.

Requirements

Key Responsibilities

Team Management:

• Oversee the repairs and quality control team to ensure high standards of product quality and timely repairs.
• Develop and implement quality control procedures and repair protocols.
• Develop and implement strategies for streamlining workflows, ensuring compliance and efficiency.
• Monitor and manage the QM team's performance and provide guidance and support to achieve operational goals.

Communication:

• Serve as the primary liaison between the US operations and Chinese manufacturing vendors.
• Facilitate clear and effective communication to ensure alignment and smooth operations.
• Conduct regular meetings with the China team, including after-hours meetings at least 2-3 times a week.

Reporting and Coordination:

• Report directly to the Chief Operating Officer (COO) and provide regular updates on operations.
• Coordinate with various departments to ensure alignment of operational activities.
• Prepare and present detailed reports on operational performance and areas for improvement

Quality Control and Repairs:

• Ensure all products meet stringent quality standards before they reach customers.
• Manage the process for handling repairs and returns, ensuring timely resolution.
• Implement continuous improvement initiatives to enhance product quality and reduce defects.

Data Analysis:

• Use appropriate data analytics tools to assist, maintain, update and optimize operations dashboards
• Utilize data analysis tools and applications to monitor and analyze operational metrics.
• Identify trends, anomalies, and opportunities for improvement through data analysis.
• Generate actionable insights to optimize operations and drive efficiency.

Warehouse Management:

• Maintain knowledge of warehouse management SOPs and workflows.
• Ensure efficient and accurate warehouse operations, including inventory management and order fulfillment.
• Collaborate with warehouse staff to streamline processes and enhance productivity.

Qualification and Skills:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proficient in Microsoft Suite, Google Suite, ERP and WMS systems.
• Minimum of 3 years of experience in operations management, quality control, or a similar role.
• Bilingual proficiency in Chinese and English, with excellent written and verbal communication skills in both languages.
• Strong understanding of data analysis tools and applications (e.g., Excel, SQL, Tableau).
• Basic knowledge of warehouse management principles, SOPs, and workflows.
• Excellent organizational and multitasking skills with a high level of accuracy and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to participate in after-hours meetings with the China team 2-3 times a week.

Working Conditions:

• Regular office hours with some flexibility for operational demands.

Job Type: Full-time

Benefits

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Evenings as needed
• Monday to Friday