SinoDesk — China-side Customer Service Support for European Logistics Businesses

01

Who We Are

A China-side customer service team, not just a message forwarder

SinoDesk is the customer service support brand of Foshan Feichangku Supply Chain Management Co., Ltd. — a China-based company specialised in logistics customer service. European logistics businesses have their China-side service desk run by us: we take care of customer service and business coordination, follow customs and transport progress, chase partners, keep customers updated and close exceptions.

Our core is customer service support, backed by operational execution support — order entry, system updates, document checks — and customised training programmes designed around your needs, covering scripts, workflows and system operations. We are not a customs broker and we are not a carrier: we are the service layer that coordinates with them.

Foshan operations office team at work — Foshan service desk team

What clients gain

01

A China-side service desk that takes customer contact off your European team

02

Consistent follow-up on customs, trucking and warehouse enquiries

03

Lower routine workload for your European colleagues

04

Structured escalation, reporting and exception closure

02

Service Model

Two problems we take off your plate: building a team in China, hiring Chinese-speaking staff

The hard part of cross-border operations is rarely the work itself — it is the people. We have solved that for more than 200 clients, and the time difference on top of it.

Hiring Chinese-speaking staff in Europe is hard

Native-level Chinese speakers are scarce, slow to hire and expensive
High turnover breaks service continuity the moment someone leaves
Covering your Chinese customers’ working hours is a scheduling problem
Scripts, processes and training have to be built from scratch
No spare capacity when volumes spike

Building your own team in China is complex

Setting up a legal entity, bank account, payroll and social insurance
Recruiting, interviewing, background checks and training take months
Office space, equipment and systems require upfront investment
Managing a China team remotely, without local experience or visibility
Hard to scale the team up or down as volumes move

How we remove it

01

A ready team, no entity required

Work with us as a service: our people are employed and managed by us, and we deliver against agreed outcomes. No new legal entity, no employment or compliance exposure.

02

Recruitment and customised training

We hire Chinese-speaking agents to your profile and design the training around your needs — scripts, workflows and system operations — before they go live.

03

Continuity when people change

Backup and handover routines mean individual turnover never interrupts your service or your customers’ experience.

04

Scale up or down

Billed per service seat, month by month. Add or reduce seats with your volumes — no long-term cost for idle headcount in the low season.

05

Managed on site in Foshan

Floor management, scheduling, QA and daily reporting are handled by us — you are not managing people remotely.

06

Communication in the customer’s language

Native Chinese speakers talk to your Chinese customers and partners, reducing misunderstandings and response times.

Time zones are solved by scheduling, not overtime

European companies · China-side desk

Our team works on your time zone. Your colleagues get China-side answers during their own working day, and your customers are not kept waiting overnight.

Chinese companies · overseas customers

Need your European or North American customers covered? We schedule to the target market’s time zone, and our team takes the night and cross-timezone shifts.

Every European client engagement today is staffed on European working hours.

03

Our History & Growth

Building the service desk, step by step

Founded in 2020, Feichangku began with European cross-border logistics services. Our Foshan office and service team were established in 2021 and now support day-to-day customer service operations. We have served more than 200 clients and delivered over 1,000 projects.

2020
Company founded

Foshan Feichangku established; European cross-border logistics services began.
2021
Foshan office established

Foshan office and service team established.
200+ / 1,000+
Operational track record

Clients served / projects delivered.
End of 2026
Xi’an office

Office in preparation, planned to begin operations by the end of 2026.

04

Our Service Scenarios

One service desk, covering every enquiry your customers raise

Five customer service support lines that can be combined according to your workflow. Customs and trucking are the enquiries we handle most often.

01

Customs Customer Service Coordination

Follow clearance progress and release status
Check document completeness with your broker and partners
Update customers on customs status before they ask
Chase exceptions until clearance is released

02

Trucking Customer Service Coordination

Confirm pickup and delivery windows with carriers
Track in-transit status and flag delays early
Coordinate re-scheduling with customers and carriers
Keep the customer informed at each milestone

03

Warehouse & Inbound / Outbound Support

Inbound appointment follow-up
Inbound and outbound order status enquiries
Inventory and fulfillment questions
Coordinate receiving and loading issues with the warehouse

04

Order & E-commerce Customer Service

Order status and tracking replies
B2C and marketplace seller support
Returns and after-sales follow-up
Order data maintenance and reporting

05

Custom BPO & Training Programmes

Recurring customer service or back-office tasks outside the four lines above, built on your SOP, your tone of voice and your escalation rules — plus customised training programmes designed to match your business: scripts, workflows and system operations, for handover of service teams or for your own staff. Chinese–English communication, dedicated or task-based scope.

05

How We Work

We don’t just forward messages. We own the follow-up.

Every enquiry that reaches our desk has an owner, a status and a next action — from the first question to the final confirmation.

01

Enquiry intake & triage

Receive customer enquiries · identify the shipment or order · route to the right partner

02

Customs status follow-up

Check clearance progress · confirm required information · chase the broker · report release status

03

Trucking follow-up

Confirm booking and pickup windows · monitor transit · flag delays · re-coordinate with the customer

04

Partner coordination

Work with brokers, carriers and warehouses · keep one thread of communication · no duplicated chasing

05

Customer updates & reporting

Proactive status updates · daily or weekly reports · clear escalation to your team

06

Exception closure

Identify the issue · coordinate all parties · track the resolution · close the loop and record it

What we do

We are

Your China-side service desk, run by our team: enquiries, status follow-up, partner coordination, escalation, exception closure — plus operational execution support such as order entry, system updates and document checks. We chase the brokers, carriers and warehouses, so your customers always know where their shipment stands.

06

White-label Delivery & Data Protection

Your customers see your brand, not ours

Our team works as an extension of your own customer service function. To your customers and partners, the service follows your brand, scripts, communication channels and operating procedures.

White-label Service Desk

Reply to customers under your brand and service standards
Use your email accounts, systems and communication channels
No SinoDesk branding in customer-facing interactions
Consistent customer experience across China and Europe

Controlled Data Access

Access limited to the systems and information required for assigned tasks
Role-based responsibilities and defined operating scope
Client-controlled accounts and permissions where required
Sensitive information handled only within the agreed workflow

Confidentiality

Confidentiality obligations built into service agreements and staff requirements
Customer, pricing, shipment and partner information treated as confidential
Internal handling rules reduce unnecessary sharing of client information
Issues escalated only to authorized contacts

Process & Accountability

Defined SOPs, scripts, escalation rules and reporting lines
Traceable enquiry, shipment and exception follow-up
Clear ownership of assigned accounts and tasks
Exception tracking through resolution and closure

Your customer relationship remains yours. We provide the service desk behind it.

07

Case Study

One of the service desks we run every month

In 2025, a Dutch transport partner handed us daily customer communication and service coordination between Chinese customers and their European transport team. Desks like this are added every month — most clients stay unnamed under white-label agreements, so this is an example we can show.

Foshan meeting room with Chinese and Dutch flags — Foshan meeting room

100 × 40HQ containers / month handled by our desk

Faster response to Chinese customers
One point of contact for customs, trucking and warehouse enquiries
More stable daily operations for the European team

Chinese Customers ↔ SinoDesk Service Desk
Customs · Trucking · Warehouse ↔ Dutch Transport Partner

Value for the client: reduced routine workload for the European team, faster and more accurate information, more stable execution, and reliable China-side customer service.

Other desks we run on an ongoing basis

Freight forwarder · customs status desk

Daily follow-up on clearance and release status, proactive customer updates, same-day escalation of exceptions.

Overseas warehouse operator · inbound / outbound desk

Inbound appointment follow-up and order status enquiries, coordinated directly with the warehouse.

E-commerce seller · order & after-sales desk

B2C order status and returns enquiries, with weekly summaries for the client.

These are recurring service scenarios. Client names are not disclosed due to white-label agreements.

08

Who We Support

Built for companies on both sides of the time difference

On one side, European companies that hand their China-side desk to an external team — someone who answers Chinese customers and chases Chinese partners for them. On the other, Chinese companies that need their European or North American customers covered during those customers’ working hours.

Freight forwarding companies

Transport and trucking companies

Logistics and supply chain companies

Overseas warehouse operators

E-commerce / FBA & B2C businesses

Manufacturers with European business

Europe customers ↔ China service desk

It also runs the other way: Chinese companies’ overseas customers covered on overseas hours.