May 19, 2023

Discovering the role of a Deputy QC Team Leader: Hsiang Ting Liu’s story at the Chicago Fulfillment center

How do you employ the CIRRO core values of “Thoughtful” as a Deputy QC Team Lead to ensure effective communication with customers? Can you share a specific technique or method?

As we are located in different time zones and countries from our customers, we often face the issue of time differences. Most of the information needs to be accessed through authorized web pages, and there are instances where addressing today’s issues may have to wait until tomorrow or the day after. Considering that both sides are also engaged in their own tasks, it becomes crucial to resolve problems collaboratively.

I will first explain my own process and method to the customer, which can greatly reduce the time spent by both parties at the same point, and the other party can quickly find a way or find the person who can help. I think it is important to maintain information symmetry between both parties, so I always report to the customer as soon as I complete the progress, leaving more time to deal with temporary issues or emergencies.

Have you ever faced challenging customer requirements? How did you handle the situation while maintaining effective communication and meeting their needs?

At the beginning of the year, the customer needed to sell unconventional products and store them in our warehouse. Because both sides were handling this for the first time, it took a lot of time to communicate and process. One big challenge arose when the customer arranged for a pickup without adequately communicating the size of the truck required. When the truck arrived at the warehouse, we found that we could not load the number of boxes requested by the customer.

We immediately informed the customer, and at the same time, we actively engaged with the truck driver to explore any feasible solutions. Later, we successfully delivered the goods as planned. The customer later told us that they were very grateful for our cooperation and efficiency, which allowed them to sell those goods smoothly, and the process was enjoyable for everyone without disputes or communication problems.

In the past six months at CIRRO, have you encountered moments of self-doubt or uncertainty? If so, how do you manage these emotions to continue performing effectively in your role?

When I initially entered the logistics and warehousing industry, I encountered challenges due to my lack of familiarity with proprietary terms and practices. Especially for managing a quality control team of 3-40 people, sometimes when my subordinates encountered problems, they would come to me for help. This put a lot of pressure on me as I had to reach out to colleagues from other warehouses for guidance. Sometimes immediate responses weren’t possible, so it would become a waiting game for me and the quality check associate, until we received guidance.

In such situations, I would feel uncertain about my own competence for this job. However, I would later tell myself that this is a learning process. Over time, I gradually developed the ability to handle unexpected situations. Through adaptation, I gained the expertise required to address complex issues and support my team more effectively.

What have been the most impactful factors in your transition from a warehouse newcomer to an independent problem-slover and team leader?

I believe that cooperation with colleagues has been most helpful to me. I am fortunate to have colleagues who help me come up with solutions. They actively collaborate with me in customer communication and problem-solving.  

The biggest impact on me is learning how to communicate with customers and handle situations. Since both sides have different perspectives and represent different positions, I have learned the importance of seeking compromises that satisfy both sides and uphold customer satisfaction. My experience taught me the necessity of considering multiple perspectives rather than solely focusing on my own, which has deeply influenced my personality and thinking patterns. It has also taught me the importance of thoughtful deliberation before taking action.