Ensure consistent product quality and smooth cross-border coordination through factory inspections and communication between overseas manufacturers and U.S. customers.
Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and by leveraging our industry buying power.
We are seeking a reliable and detail-oriented Quality Assurance & Customer Service Associate to support our private label import program by coordinating factory inspections, tracking quality standards, and facilitating communication between overseas factories in China, U.S.-based customers, service technicians, freight carriers, and internal teams. This role plays a critical function in ensuring consistent product quality, smooth cross-border coordination, and timely resolution of factory-related and customer issues.
Experience
Minimum of 3 years in customer service, preferably in eCommerce environments.
2+ years of experience supporting overseas factories, suppliers, or quality assurance teams, ideally with exposure to China-based manufacturers.
Experience in commercial kitchen equipment or commercial equipment industry is a strong advantage.
Factory exposure and/or background in quality inspection preferred but not required.
Technical & Functional Skills
Basic understanding of factory inspections, quality assurance processes, or corrective action workflows.
Experience using CRM platforms (Richpanel or similar systems).
Ability to work cross-functionally with China vendors, U.S. customers, service technicians, and freight carriers.
Communication & Work Style
Excellent English communication skills (written and verbal).
High attention to detail with strong organizational and documentation abilities.
Comfortable coordinating across time zones, cultures, and operational teams.
Ability to follow established processes while escalating issues appropriately.
Assist in scheduling and coordinating quarterly factory inspections, including communication with factories and inspection partners.
Collect, organize, and maintain inspection reports, quality documentation, and follow-up actions.
Track quality issues and corrective actions to ensure factories resolve deficiencies on time.
Act as a communication liaison between overseas factories, internal teams, U.S. customers, service technicians, and freight carriers regarding quality-related updates.
Support the resolution of customer quality concerns by gathering information, documenting issues, and coordinating responses.
Maintain organized records to support quality audits, reviews, and continuous improvement initiatives.
US-Based Hours Requirement:
This position is fully remote, offering the flexibility to work from any location. However, due to the urgent and fast-paced nature of processing orders, we require that the working hours strictly align with 9:00 AM to 5:00 PM EST. This schedule ensures you can effectively communicate and collaborate with the rest of the team and respond promptly to the dynamic requirements of our operations. Adhering to these hours is crucial for maintaining the workflow and supporting our commitment to excellent service delivery. Embrace this opportunity to align your professional rhythm with a global team, while still enjoying the flexibility of remote work!
Why work with us?
We truly believe that what you do and where you work matters. The opportunity to grow and to build
new relationships in a friendly environment makes it fulfilling and exciting to come to work each day.
Perks:
● Virtual position with Flexible Schedule and freedom.
● Special pricing on all our commercial kitchen equipment and supplies.
● Expert trainings and company paid continual education offerings.
Benefits:
● Competitive salary
● Competitive bonus structure
● Medical, vision, and dental coverages
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Quality Assurance (QA) Q&A's