Customer Service Representative

About the Company

Headquartered in Hangzhou, China, BJT is an advanced manufacturer focused on sustainable protective packaging equipment and consumables. Our global brand portfolio includes LockedAir, specializing in high-performance inflatable packaging solutions, and LockedPaper, dedicated to eco-friendly paper-based protective packaging. With over 10 years of continuous innovation in protective packaging, we provide a full spectrum of machines, consumables, and integrated solutions for both inflatable and paper packaging scenarios. Our footprint spans more than 52 countries, serving a diverse customer base — from large 3PL fulfillment centers processing over 200,000 packages per day to small businesses shipping as few as 10 packages daily. We differentiate ourselves through a strong commitment to sustainability and automation, delivering measurable operational and environmental value to our customers. We operate regional subsidiaries in Cleveland, Ohio (U.S.) and Hamburg, Germany (EU) to support our global partners.

About the Role

The Customer Service Representative is a key operations-facing role responsible for managing the end-to-end order fulfillment process for our global customer base. As the central link between sales, warehouse, and logistics partners, you will ensure that every order — from order intake to final shipment — is executed accurately, efficiently, and on time. This role covers full-cycle order management, including order verification, CRM entry, 3PL coordination, freight booking, documentation preparation, and invoice distribution. You will work closely with internal teams (sales, warehouse) and external partners (3PL, carriers) to deliver a seamless customer experience and uphold BJT's reputation for service excellence. This is an ideal opportunity for a detail-oriented professional who thrives in a fast-paced, cross-functional environment and wants to grow within a global sustainable packaging leader.

Responsibilities

Order Processing & CRM Management

• Review customer purchase orders for accuracy — verify part numbers, models, quantities, customer details, and consignee information.
• Create and tag orders in the CRM system with correct order types; perform final order review and confirmation prior to processing.
• Post outbound shipments in CRM based on pickup documentation and freight cost records; download and verify CRM-generated invoices after approval, then distribute to sales representatives.

3PL & Warehouse Coordination

• Send pick requests to 3PL partners based on inventory availability; obtain and communicate ready-to-ship dates to relevant stakeholders.
• Prepare and distribute picking lists to the internal warehouse team; coordinate with warehouse staff to ensure timely order fulfillment.
• Prepare and hand over shipping documents (BOL, packing list, carrier and pickup schedule) to warehouse; scan and archive Pro# / BOL records for traceability.

Shipping & Freight Management

• Request freight quotes from carriers and book shipments in a timely and cost-effective manner.
• Prepare complete shipping documentation and send to 3PL partners; track Pro#/BOL numbers and maintain accurate records of 3PL outbound charges.
• Record and track all freight and logistics costs to support cost control and P&L accuracy.

Exhibition Logistics Support

• Arrange shipment of exhibition materials and equipment as needed, including requesting freight quotes and booking shipments.

Qualifications

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field strongly preferred.
• 2+ years of experience in order management, logistics coordination, or supply chain operations — B2B manufacturing, packaging, or industrial equipment background is a plus.
• Fluency in English and Chinese (Mandarin) — written and spoken — to effectively bridge communication between U.S. operations and headquarters.
• Proficient with CRM or ERP systems (e.g., Salesforce, Zendesk, SAP) for order entry, outbound posting, and invoice processing.
• Working knowledge of 3PL coordination, freight quoting, and shipping documentation (BOL, packing list).
• Strong attention to detail, organizational agility, and ability to manage competing priorities in a deadline-driven environment.
• Legally authorized to work in the United States without employer sponsorship.

Required Skills

• Customer First — Anticipates customer needs and delivers accurate, timely order fulfillment with a proactive service mindset.
• Detail-Driven — Maintains precision in order verification, documentation, and cost tracking; understands that accuracy directly protects P&L and customer trust.
• Execution & Accountability — Follows through on commitments with discipline; drives results reliably even under tight deadlines.
• Cross-Functional Collaboration — Works seamlessly with sales, warehouse, 3PL, and carriers to ensure smooth end-to-end order execution.
• Adaptability — Thrives in a fast-paced, multi-tasking environment; quickly adjusts to fluctuating order volumes and shifting logistics conditions.

Preferred Skills

• Experience in the protective packaging or industrial equipment industry.
• Familiarity with international shipping regulations and documentation requirements.

Pay Range and Compensation Package

Competitive salary based on experience and performance.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.