Shift In Charge

6 days ago

Manila, National Capital Region, Philippines Shopee Full time

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:

Analytical Skills

  • Proficient in analyzing data, identifying trends, and deriving actionable insights.

Communication Skills

  • Excellent verbal and written communication skills to convey complex information clearly and concisely.

Operational Excellence

  • Strong understanding of operational processes with a focus on continuous improvement.

Detail-Oriented

  • Meticulous attention to detail in managing operational processes and data.

Problem-Solving:

  • Proven ability to identify problems, propose effective solutions, and drive implementation.

Vendor Management

  • Experience in building and maintaining positive relationships with vendors to optimize collaboration.

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