Shopee (Thailand) Co., Ltd.
SOC Operations - Samut Prakan (SPX Express)
atShopee (Thailand) Co., Ltd.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.
About the Team:
Job Description:
Complex Return Code Management:
- Interpret and execute actions based on a multi-layered matrix of Return Codes (e.g., Damaged, Refused,
- Accurately update the WMS/Handheld status to ensure real-time visibility for the Regional and Customer Experience (CX) teams.
Case Resolution & CX Liaison:
- Monitor and respond to high-priority tickets from the CX Department.
- Investigate "Missing" or "Stuck" return cases by performing physical audits and system reconciliations.
Rework & Quality Control:
- Evaluate the physical condition of returned items to decide if they require re-packaging (Rework) or
- Ensure all "Reworked" items meet SPX packaging standards before re-entering the outbound flow.
FIFO & Timeline Compliance:
- Manage the Return-to-Sender (RTS) aging. Ensure that parcels are processed according to the FIFO
- Meet daily "Clearance Outbound Time" (COT) targets for return shipments.
Requirements:
- Experience: Bachelor's Degree or higher with 1–3 years in Logistics, Supply Chain, or Cross-Border E-commerce operations.
- Language: Moderate English (both written and verbal)
- Data Skills: Expert level in MS Excel or Google Sheet (VLOOKUP, Pivot Tables, Complex Formulas). Experience with SQL or data visualization tools (Power BI/Tableau) is a significant plus.
- Analytical Thinking: Strong ability to reconcile large datasets and identify anomalies quickly.
- Technical Aptitude: Ability to memorize and apply complex logic gates (If Return Code = A, then Action = B).
- System Proficiency: comfort level with WMS (Warehouse Management Systems), PDA scanners, and Microsoft Excel for tracking.
- Problem-Solving: Strong "investigative" mindset—able to trace a parcel's history through system logs to find why a Return Code was triggered.
- Speed & Pressure: Able to work within tight "SLA windows" (e.g., responding to CX tickets).
- Integrity: High level of honesty in handling high-value returns and damaged goods together with liquidated damages.
Experience required
- 1 years
Salary
- Negotiable
Job function
- Distribution / Logistics
- Supply Chain
- Analyst
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
