L2.5 Logistics

Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.

The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

• Manage seller inquiries related to logistic.
• Ensure that the sellers meet the set criteria and assist sellers accordingly to arrange for their own logistics service provide.
• Handling complicated seller cases, manager callback or crisis cases reported to high level
• Review and collect all necessary information, analyze and contact relevant departments to provide appropriate handling, directly solve and follow to the end.
• Provide an effective solution, do not let the case leading to the crisis.
• Suggest improvements to the process or identify error, follow up closely these case.
• Maintain a balance between company policy and customer benefit in decision making
• Other tasks from superiors

Requirements:

• Good problemsolving, acumen to detect problems that may lead to a crisis, need a multiviews to come up with an appropriate solution
• Always willing to handle complicated cases, willing to handle and learn from it
• Positive thinking, stay strong in mind after handling crisis cases
• Have a good customer mindset, bring value to customers
• Responsible for following up the case to the end, enthusiastic, ready to work on duty (outside of working hour) because crisis cases can occur at any time of the day and need to be handled immediately to avoid great consequences later on
• Basic excel skills required

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