Lead and manage a team of 56 Return & Refund (RR) executives handling warehouse-related RR cases.
Drive RR performance, focusing on reducing RR% due to warehouse fault.
Dispute Management: Coordinate with Warehouse Operations to obtain CCTV and evidence, and handle disputes with Shopee to reject incorrect warehouse fault claims.
Issue Analysis & Improvement: Analyze RR and dispute trends to identify problematic warehouses, operators, and packaging issues; work with OPEX on corrective actions.
Seller Support: Partner with Seller Management to manage sellers with negative sentiment, prevent churn from FBS services, and highlight seller-side packaging issues prone to damage.
Process claims against manpower vendors based on operators packaging compliance and fault attribution.
Requirements
Bachelor's degree in Logistics, Supply Chain, Operations, or related field.
5+ years of experience in warehouse operations, RR, claims, or quality-related roles
Experience managing or leading a small team.
Strong understanding of warehouse operations and packaging standards.
Able to analyze data, manage disputes, and work cross-functionally in a fast-paced environment.
