Fulfillment Associate Shopee, Lazada

5 days ago

Mandaluyong Central Post Office, Philippines Enabled Full time ₱240,000 - ₱300,000 per year

JOB SUMMARY: The Fulfillment Associate (Claims) will manage the claims process from order receipt to resolution, ensuring customer satisfaction and high service standards. This role requires attention to detail, knowledge of e-commerce fulfillment and claims handling, and strong customer service skills. The specialist will work across multiple platforms to efficiently resolve customer issues and maintain accurate claim documentation.

RESPONSIBILITIES:

  • Investigate and resolve claims related to returns, damages, missing items, or delivery issues, ensuring prompt and accurate handling according to company policies.
  • Process and fulfill customer orders while tracking any associated claims, such as damaged goods or incorrect items.
  • Work closely with customer service, warehouse, and logistics teams to resolve claims efficiently, ensuring effective communication across departments to identify root causes and implement corrective actions.
  • Monitor inventory levels and adjust records to reflect returned or damaged products, communicate with the Accounting department to ensure accuracy for all claims-related transactions.
  • Handle returns and exchanges arising from claims, processing refunds, replacements, or adjustments as necessary, and updating inventory records accordingly.
  • Interact with customers via email, chat, or phone to resolve claims-related issues, ensuring a positive experience and prompt resolution.
  • Maintain accurate records of all claims, documenting issues, resolutions, and outcomes. Prepare reports on trends, resolution times, and recurring issues.
  • Analyze claims data to identify trends and recommend improvements to reduce the frequency of claims and streamline the overall fulfillment process.
  • Generate and submit regular reports on claims, resolutions, and customer feedback to management for decision-making.
  • Assist with additional responsibilities related to claims management or fulfillment as needed to support team and company goals.

QUALIFICATIONS:

  • Bachelor's Degree in any field; experience in claims management, e-commerce, or logistics is a plus.
  • Proven experience in claims handling, order fulfillment, or customer service within an e-commerce environment.
  • Proficiency in using platforms such as Lazada, Shopee, TikTok Shop, and Shopify Seller Center.
  • Experience with inventory management systems and the ability to adjust records based on returns, damages, or claims.
  • Strong attention to detail and the ability to identify discrepancies in claims, order fulfillment, and inventory.
  • Strong negotiation skills to resolve claims, returns, and disputes, including engaging with platform key account managers to secure favorable outcomes for both customers and the company.
  • Excellent communication skills, both written and verbal, with the ability to professionally interact with customers, vendors, and internal teams.
  • Ability to stay calm and professional when addressing customer concerns or disputes.
  • A proactive approach to problem-solving and process optimization.
  • Analytical mindset for tracking claims data and suggesting improvements.
  • Strong time management and organizational skills to handle multiple claims in a fast-paced environment.

BENEFITS:

  • Competitive packages
  • Government-mandated contributions
  • 13th Month Pay
  • Sick Leaves and Vacation Leaves upon hiring

PERKS:

  • HMO
  • Merit-based incentives
  • Employee discount

Job Type: Full-time

Pay: Php20, Php25,000.00 per month

Work Location: In person

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