Responsibilities :
- Handling complaints and claim tickets and maintaining & increasing claim recovery rate from logistics partners through rules optimization, revamp of CS workflow, product optimization etc
- Serve as an escalation point for CS for logistics-related issues, and work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
- Manage logistics partner CS performance, through help establish standard processes, and create SOPs, Training, and monitoring key metircs
Minimum Qualifications :
- More than 3 years of experience with E-commerce customer service/Logistic service provider, ideally interacting with Logistics service provider, Customer/Seller service or Support Operations
- Fluent in English
- Understand how the end to end logistics process works
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Ability to adapt to change and quick action
- Preferred Qualifications :
- Prefer Experienced in managing end to end claims & compensation including handling cases, designing rules, sops
- Prior experience in logistics and operations, with a strong understanding of operational workflows
- Experience creating process maps, SOP, and other supporting documentation
- Experience working in a large international organization with a diverse workforce
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Experience managing a relationship with logistics vendor
