Associate, Service Point Compliance - SPX Express
ShopeeAbout the team
The Service Point Compliance function under the Customer Service Department ensures that Service Point Partners operate in full alignment with SPX operational standards, service quality requirements, and financial compliance policies. This role safeguards drop-off performance, complaint resolution quality, and revenue reconciliation accuracy by closely monitoring Service Point Partners compliance and coordinating corrective actions with Operations and Finance teams.
What you'll do
As an Associate – Service Point Compliance, you will manage operational and financial compliance matters related to assigned Service Points. You will handle complaints, operational pickup issues, penalty and compensation cases, and ensure smooth coordination between partners, Operations, and Finance. This role requires strong ownership, structured follow-up, and close monitoring of service and financial accuracy.
- Handle daily complaints, partner requests, pickup-related operational issues (Rider/Truck/D2S), and order penalty/compensation cases for assigned SPCs.
- Monitor SPC performance trends weekly and coordinate with Operations to implement corrective and preventive actions.
- Manage monthly reconciliation processes, including penalty, compensation, and freight adjustment files, working closely with Finance Ops.
- Ensure compliance of SPC documentation and payment processes, including contracts, tax documents, and service fee settlement follow-ups.
Requirements
- 1–3 years of experience in customer service, operations compliance, logistics coordination, or partner management — preferably in e-commerce logistics.
- Strong problem-solving mindset and ability to manage complaint handling with structured follow-through.
- Proficient in Excel/Google Sheets for reporting, tracking, and reconciliation tasks.
- Good communication and coordination skills to work with cross-functional teams (Ops, Finance) and external partners.