Associate Customer Experience Manager (Bilingual - Mandarin and English) in Parsippany, New Jersey at Fotile America LLC

About FOTILE:
Come Join Our Team! FOTILE, a leading international manufacturer of High-end Kitchen Appliance. FOTILE is, China's most successful high-end kitchen appliance manufacture, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, 26 German IF awards, 22 Red Dot Awards, Sales in 30 countries, and over 43% market share of the Chinese high-end kitchen appliance market. FOTILE is the choice of appliance for over 17 million families around the world.

Job Responsibilities:
● Manage daily customer service operations across phone, email, live chat, and other support channels.
● Monitor service performance, SLAs, and quality standards to ensure a consistent customer experience.
● Identify recurring service issues, operational risks, and process gaps and implement corrective actions.
● Analyze customer feedback, service data, and Voice of the Customer (VOC) trends to identify improvement opportunities.
● Manage escalated customer concerns and ensure timely resolution and appropriate follow-up.
● Develop and improve customer service procedures, SOPs, and cross-functional workflows.
● Optimize the use of CRM and customer service systems, including platforms such as Salesforce.
● Establish standardized and scalable customer service processes across the organization.
● Coach and develop customer service team members to improve performance, problem-solving, and service quality.
● Support employee recruitment, onboarding, training, and performance management.
● Collaborate with Technical Support, Logistics, E-commerce, Product, and other departments to resolve customer issues.
● Communicate service trends, risks, and improvement recommendations to key stakeholders.
● Support new channel launches, partnership programs, and customer experience improvement projects.
● Contribute to customer experience strategies and initiatives that improve overall service effectiveness.

Qualifications:
● Bachelor’s degree required.
● 5+ years of experience in customer service, customer experience, or a related field.
● Team leadership, supervisory, or project management experience preferred.
● Strong experience in service operations, case management, complaint handling, and escalated issue resolution.
● Proven ability to identify root causes, solve problems, and improve operational processes.
● Strong communication, cross-functional collaboration, and stakeholder management skills.
● Strong analytical skills with the ability to interpret service data and identify trends.
● Experience with CRM systems, such as Salesforce, preferred.
● Fluency in English and Mandarin Chinese required.

FOTILE is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V