Logistic Project Support

6 days ago

Jakarta, Jakarta, Indonesia Shopee Internasional Indonesia Full time 7,500,000 - 15,000,000 per year

Job Description:

  • Drive continuous improvements across Logistics CSAT, Contact Rate, Claim Rate, and E2E ticket spent time, ensuring stronger customer experience metrics aligned with service standards.
  • Coordinate and execute logistics-related Return & Refund (RR) initiatives, including policy refinement, clearer buyer/ seller guidelines, and escalation handling improvements to 3PL.
  • Monitor and enhance Payment SLA performance (Claim SLA), working closely with Finance Operations and 3PL partners to reduce settlement aging and increase claim accuracy.
  • Support fraud-prevention initiatives (e.g., Empty Shipment reduction) through root-cause analysis, improved seller compliance, and operational guideline.
  • Collaborate with Product and Tech teams to deliver UI/UX enhancements (ODP, RRDP, Track & Trace), improving platform clarity, proactive communication, and issue prevention.
  • Partner with Insurance teams to optimize SEA Insurance claim settlement rates, strengthen SLA adherence, and reduce seller effort through seamless touchpoints
  • Contributing to Logistics chatbot workflow improvements to increase SCSAT and Deflection Rate through automation.

Requirements:

  • Bachelor's degree with 2–3 years of relevant working experience (non-fresh graduate), preferably in operations, logistics, consulting, CX, or project management environments.
  • Proven problem-solving and root-cause analysis capability, with demonstrated experience driving cross-functional improvements under tight timelines and pressure.
  • Strong interpersonal and stakeholder management skills, capable of engaging with frontline operations, cross-functional peers, and senior/top management effectively.
  • Solid data analysis proficiency, comfortable working with large datasets to uncover trends, identify gaps, and translate insights into actionable solutions.
  • Advanced Excel/Google Sheets competency, including (but not limited to) Pivot Table, SUMIFS, COUNTIFS, VLOOKUP/XLOOKUP, IF/IFS logic, Conditional Formatting, basic Data Visualization, and large-data cleaning techniques.
  • Experience collaborating in fast-paced, ambiguous environments, with a strong sense of ownership, prioritization, and urgency.

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