Return & Refund Lead - SCommerce

What you'll do

• Lead and manage a team of 5–6 Return & Refund (RR) executives handling warehouse-related Return & Refund cases.
• Drive Return & Refund 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 Return & Refund 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, Return & Refund, 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.