Warehouse Customer Experience - WH Network, Scommerce

Shopee

Singapore

4-7 Years

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Posted 21 hours ago
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Job Description

Job Description:

Monitor & diagnose: Proactively track warehouse health metrics (e.g. on time handover, cancellation, return/refund, inventory accuracy) and seller/buyer cases. Derive insights and feedback to Ops/Commercial with clear action plan
Analyze & report: Produce recurring management reports highlighting trends, root cause, owners, and next steps
Escalation handling: Act as the primary bridge between Commercial and Warehouse operations to handle escalated cases, investigate root cause, and resolve cases, and prevent recurrences
Compensation governance: Co-design seller/buyer compensation framework with Commercial. Ensure fairness, consistency, and budget control
Retention and reactivation: Analyze seller churn/retention factors. Coordinate with related teams on retention/reactivation plans
CX improvements PMO: Drive seller experience improvement initiatives and other buyer-facing initiatives with cross-functional teams
Key KPIs: seller/buyer case per order, case backlogs, seller churn, warehouse health vs sellers

Requirements:

4-7 years (Senior Associate) / 0-3 years (Associate) of experience in project-based roles across tech, e-commerce, operations, supply chain high-caliber fresh graduates are welcome
Strong analytical and problem-solving skills with the ability to interpret information and translate it into action
Strong stakeholder coordination skills across office and ground teams
Service minded and high empathy to handle issues/complaints
Willing to visit warehouses and collaborate with ground teams
Proficient in English communication, the team is highly international

More Info

Job Type:

Permanent Job

Industry:

Internet /E-commerce

Function:

E-Commerce Operations

Employment Type:

Full time

About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 148386195

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