Returns and Refunds

2 days ago

Singapore Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationSingapore

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.

**Role Overview**:
The Returns and Refunds Warehouse Operations Team Lead is responsible for overseeing the quality checks and processing of returned items across SGWH, Marketplace, and Cross Border orders. This role ensures that all returns are handled efficiently, in compliance with established protocols, and contributes to dispute resolution. The Team Lead drives training initiatives for warehouse staff, monitors performance through data analytics, or manages escalations and disputes, working closely with internal and external stakeholders to ensure satisfactory resolution. The Team Lead also provides leadership and direction to all operation executives in handling various RR functions, fostering a cohesive and high-performing team.

**Key Responsibilities**:

- ** Returns Processing and Quality Control**:Oversee the inspection and quality checks of returned items, ensuring compliance with return policies and SOPs. Identify and escalate high-value or sensitive returns to the relevant teams
- ** Training and Development**:Develop and conduct training sessions for RR warehouse staff to ensure proficiency in returns processing, SOP compliance, and dispute handling. Implement refresher courses regularly to address policy updates
- ** Dispute and Escalation Management**:Handle and resolve disputes or escalation cases arising from return discrepancies. Liaise with customer service, business development, and external partners to investigate and address issues
- ** Data Analysis and Reporting**: Leverage data analytics to track return rates, identify trends, and recommend process improvements. Monitor key performance metrics and provide regular reports to management
- ** Team Leadership and Supervision**: Lead and manage individual contributors across various RR functions. Provide guidance, set performance expectations, and foster a collaborative and accountable work environment
- ** Stakeholder Collaboration**:Work closely with the RR Warehouse Operations Supervisor, warehouse teams, and cross-functional departments to streamline RR processes, reduce return/refund rates, and enhance customer satisfaction

**Requirements**:

- Minimum 3-5 years of experience in operations. Background in warehouse operations, quality assurance, or returns and refunds management preferred
- Minimally Diploma in Logistics, Supply Chain, Operations, or related fields
- Good leadership and team management skills
- Proficiency in warehouse management systems (WMS) and data analysis tools
- Excellent problem-solving and decision-making capabilities
- Strong communication skills for dispute resolution and stakeholder engagement
- Experience in e-commerce, logistics, or returns processing environments. Familiarity with cross-border returns and dispute management is an advantage

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