Operations Specialist

1 week ago

Johor Bahru, Malaysia Castlery Full time

We're rethinking homes for how people really live, and we're looking for a **Post Sales Operations Specialist** to join our **eCommerce**team managing a new brand.

We're building something new at Castlery - a fast-growing sub-brand that's redefining what flat-packed furniture can be. With bold, functional designs made for first homes and everyday living, we're out to prove that good design doesn't have to mean high price tags or disposable quality. It is design made accessible, approachable, and fun - crafted for the next generation of homes across the US (and soon, the world).

**What you'll be doing**:

- Manage Tier 1 escalation cases from customer service agents, ensuring prompt and effective resolution.
- Investigate escalated customer cases to uncover root causes and propose long-term, sustainable solutions.
- Drive optimization initiatives within transactional operations to improve efficiency and service quality.
- Contribute to key projects by providing data-driven insights and recommendations.
- Oversee performance metrics and service level adherence during the night shift, collaborating closely with Customer Experience and Post-Sales teams.

**What you need to succeed**:

- Meticulous and detail-oriented, with strong numerical accuracy.
- Independent, self-motivated, and equipped with solid problem-solving abilities.
- Excellent command of English, with strong written and verbal communication skills.
- Proficient in Microsoft Office, particularly Excel.
- Strong analytical and critical thinking skills.
- Experience with ERP systems or an e-commerce environment is an advantage.

**Built for Real Life, Designed for What's Next**

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.

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