Key Account Support_Chinese Speaking MEL/SYD

Key Account Support_Chinese Speaking MEL/SYD S.F. Holding Co., Ltd. (Stock Code: .SZ, 6936.HK) was founded in 1993 in Shunde, Guangdong, with its headquarters located in Shenzhen, China. After years of development, SF has grown into the largest integrated logistics service provider in China and Asia, and the fourth largest globally. SF continues to expand and optimize its logistics ecosystem, offering a wide range of services including time‑definite express, economy express, freight, cold chain and pharmaceutical logistics, intra‑city instant delivery, international express, international freight forwarding, and supply chain solutions. With advanced technological capabilities, SF is building a digital supply chain ecosystem and is committed to becoming a “globally respected and leading intelligent logistics solutions provider.” SF upholds its core values of “Customer First, Integrity as the Foundation, and People‑Oriented Development,” and embraces a corporate spirit of professionalism, self‑reflection, and innovation. The company is dedicated to continuously enhancing customer experience and service value. SF Express Australia , established in Sydney in 2016, is a key part of SF International’s global network. We are committed to providing efficient and reliable cross‑border e‑commerce logistics solutions, international express, warehousing and distribution, and third‑party logistics (3PL) services to customers across Australia and Oceania. With deep local market knowledge and global resources, we empower our clients in both "going global" and "bringing in," acting as a strong logistics partner in China‑Australia trade. Key Responsibilities Serve as the primary point of contact for KA and supply chain customers, handling daily operations, enquiries, exceptions, and issue follow‑ups. Monitor service performance, SLAs, and delivery KPIs, ensuring timely escalation and closed‑loop resolution of customer complaints. Work closely with warehouse, transport, customer service, billing, and other internal teams to ensure smooth cross‑functional coordination. Prepare operational reports, dashboard updates, and data analysis to support performance reviews with customers. Maintain accurate records of customer requirements, SOPs, and service specifications. Support peak‑season operations (especially e‑commerce peak), identify risks, and coordinate contingency plans. Continuously improve customer experience by identifying process gaps and proposing optimisation initiatives. Assist with new customer onboarding, process alignment, and system workflow configuration when needed. Key Requirements / Skills 2+ years’ experience in logistics, supply chain operations, customer service, KA management, or related fields. Strong communication and stakeholder‑management skills; able to collaborate across teams and drive resolution. Solid understanding of customer service workflow, complaint handling, SLA management, and closed‑loop processes. Proficient in CRM / customer service systems and reporting tools (Excel, BI dashboards or similar). Strong problem‑solving mindset with high attention to detail. Ability to work under pressure, especially during peak seasons or urgent escalations. Bilingual in English and Chinese is highly preferred due to frequent communication with HQ and regional teams. Experience in KA operations or e‑commerce peak‑season support is a strong plus. What We Offer Competitive salary and benefits package. Opportunities to participate in global strategic group‑level projects and work within a diverse, international team. Clear career development path and the potential to build and lead a local team. A dynamic, fast‑paced work environment with comprehensive support systems. #J-18808-Ljbffr