Department Operations
LevelExperienced (Team Lead)
LocationPhilippines - Manila
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
Return to Seller (RTS) Operations
- Manage end-to-end operations of the Return to Seller process, ensuring seamless coordination with internal stakeholders and vendors.
- Oversee the efficient handling of returned products, from initiation to resolution, adhering to established protocols and timelines.
Root Cause Analysis
- Conduct in-depth root cause analyses for returned items to identify systemic issues.
- Collaborate with cross-functional teams to implement corrective actions and process improvements.
Data Management
- Utilize data analytics tools to collect, analyze, and interpret data related to returned items.
- Develop and maintain comprehensive databases to track return trends and support decision-making processes.
Quality Assurance
- Implement and monitor quality assurance measures in RTS operations to ensure compliance with standards.
- Establish and enforce SOPs to enhance the accuracy and effectiveness of return processing.
- Oversee the resolution of claims associated with returned items, managing the process from claim initiation to final settlement.
- Collaborate with internal teams and vendors to reach fair and timely resolutions.
Operational Efficiency
- Identify opportunities for operational improvements within the RTS process and implement efficiency measures.
- Streamline workflows and procedures to minimize processing time and enhance overall operational effectiveness.
Solutions Operations
- Analyze operational challenges within the organization and propose solutions to enhance efficiency.
- Collaborate with cross-functional teams to implement operational improvements and monitor their effectiveness.
Documentation
- Maintain accurate and organized documentation of RTS operations, solutions implemented, and claims resolution.
- Prepare and distribute regular reports on operational performance and key metrics.
Requirements:
- Must be a Bachelors degree graduate of Industrial/Management Engineering or any related field
- With at least two 5-8 years relevant experience in warehousing, e-commerce, logistics or related fields
- Must be keen to details and data management
- Highly knowledgeable in RTS and Claims process
- Knowledgeable in using process improvement tools
- Knowledgeable in MS Office and Google Applications
- With good interpersonal and communication skills
- Willing to be assigned in Cabuyao Laguna
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