US Local Customer Service Specialist

Key Responsibilities Customer Service & User Support Manage end-to-end customer service for users in the U.S. market, handling product inquiries, usage-related questions, warranty and after-sales support, returns and exchanges, troubleshooting, and other customer requests. Resolve issues promptly to improve customer satisfaction and strengthen brand reputation in the U.S. Cross-Border Coordination with China HQ Work closely with the China-based Operations, Product, and After-Sales teams. Communicate U.S. customer feedback, market issues, and complaint data accurately and efficiently, ensuring clear information flow and effective issue resolution between the U.S. team and China headquarters. Process Execution & Team Collaboration Follow the workflows, management procedures, performance standards, and operational requirements established by the China-based team. Adapt effectively to the working cadence of China HQ while maintaining strong execution, accountability, and cross-team collaboration. Customer Service Reporting & Analysis Maintain customer service records, complaint cases, and summaries of customer needs for the U.S. market. Prepare regular reports and post-case reviews for China-based management, and support ongoing improvements in market operations and service quality. U.S. Market & Localization Support Support the China-based team with local U.S. user research, product adaptation recommendations, and service localization initiatives to help strengthen the brand's presence and customer experience in the U.S. market. Handle urgent customer service incidents, emerging reputation issues, and spikes in customer complaints in the U.S. market. Escalate critical issues promptly to China-based management and support the development and execution of appropriate resolution plans. #J-18808-Ljbffr iRobot