Logistics Project - Operations

Job Description

Drive continuous improvements across Logistics CSAT, Contact Rate, Claim Rate, and E2E ticket spent time, ensuring stronger customer experience metrics aligned with service standards.

Coordinate and execute logistics-related Return & Refund (RR) initiatives, including policy refinement, clearer buyer/seller guidelines, and escalation handling improvements to 3PL.

Monitor and enhance Payment SLA performance (Claim SLA), working closely with Finance Operations and 3PL partners to reduce settlement aging and increase claim accuracy.

Support fraud-prevention initiatives (e.g., Empty Shipment reduction) through root‑cause analysis, improved seller compliance, and operational guideline.

Collaborate with Product and Tech teams to deliver UI/UX enhancements (ODP, RRDP, Track & Trace), improving platform clarity, proactive communication, and issue prevention.

Partner with Insurance teams to optimize SEA Insurance claim settlement rates, strengthen SLA adherence, and reduce seller effort through seamless touchpoints.

Contributing to Logistics chatbot workflow improvements to increase SCSAT and Deflection Rate through automation.

Requirements

Bachelor’s degree with 2–3 years of relevant working experience (non‑fresh graduate), preferably in operations, logistics, consulting, CX, or project management environments.

Proven problem‑solving and root‑cause analysis capability, with demonstrated experience driving cross‑functional improvements under tight timelines and pressure.

Strong interpersonal and stakeholder management skills, capable of engaging with frontline operations, cross‑functional peers, and senior/top management effectively.

Solid data analysis proficiency, comfortable working with large datasets to uncover trends, identify gaps, and translate insights into actionable solutions.

Advanced Excel/Google Sheets competency, including (but not limited to) Pivot Table, SUMIFS, COUNTIFS, VLOOKUP/XLOOKUP, IF/IFS logic, Conditional Formatting, basic Data Visualization, and large‑data cleaning techniques.

Experience collaborating in fast‑paced, ambiguous environments, with a strong sense of ownership, prioritization, and urgency.

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