Logistic Project Support - Operations

Shopee Internasional Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce platform in Jakarta is seeking a Logistics Operations Executive to enhance customer experience metrics and drive continuous improvements across logistics KPIs. The ideal candidate will have a Bachelor’s degree, 2-3 years of relevant experience, and strong skills in problem-solving and data analysis. Responsibilities include coordinating Return & Refund initiatives, monitoring Payment SLA performance, and collaborating with Product and Tech teams for enhancements. This is a pivotal role requiring strong interpersonal abilities and proficiency in Excel.

Qualifications

• Bachelor’s degree with 2–3 years of relevant experience, preferably in operations or logistics.
• Proven problem-solving capabilities with experience driving cross-functional improvements.
• Strong interpersonal skills to engage with various stakeholders.
• Solid data analysis proficiency with large datasets.
• Advanced skills in Excel/Google Sheets including Pivot Tables and VLOOKUP.

Responsibilities

• Drive continuous improvements across logistics KPIs and customer experience metrics.
• Coordinate logistics-related Return & Refund initiatives.
• Monitor and enhance Payment SLA performance.
• Support fraud-prevention initiatives through root-cause analysis.
• Collaborate with Product and Tech teams for UI/UX enhancements.
• Optimize claim settlement rates with Insurance teams.
• Contribute to workflow improvements in Logistics chatbot.

Skills

Problem-solving skills

Root-cause analysis

Interpersonal skills

Stakeholder management

Data analysis proficiency

Advanced Excel/Google Sheets

Collaboration in fast-paced environments

Education

Bachelor’s degree

Tools

Excel

Google Sheets

Job description

Overview

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.

Responsibilities

• Drive continuous improvements across logistics KPIs and customer experience metrics aligned with service standards.
• Coordinate RR initiatives, including policy refinements and clearer guidelines for buyers and sellers, with escalation handling improvements to 3PL.
• Monitor and enhance Payment SLA performance with Finance Operations and 3PL to reduce settlement aging and improve claim accuracy.
• Support fraud-prevention initiatives through root-cause analysis and improved seller compliance.
• Collaborate with Product and Tech teams to deliver UI/UX enhancements (ODP, RRDP, Track & Trace) for better clarity and proactive communication.
• Partner with Insurance teams to optimize SEA claim settlement rates and reduce seller effort via seamless touchpoints.
• Contribute to Logistics chatbot workflow improvements to increase SCSAT and Deflection Rate through automation.

Qualifications

• Bachelor’s degree with 2–3 years of relevant experience (non-fresh graduate), preferably in operations, logistics, consulting, CX, or project management.
• Proven problem-solving and root-cause analysis capabilities with experience driving cross-functional improvements under tight timelines.
• Strong interpersonal and stakeholder management skills, able to engage with frontline operations, cross-functional peers, and senior leadership.
• Solid data analysis proficiency, comfortable with large datasets to uncover trends and translate insights into actionable solutions.
• Advanced Excel/Google Sheets: Pivot Tables, SUMIFS, COUNTIFS, VLOOKUP/XLOOKUP, IF/IFS, Conditional Formatting, basic data visualization, and large-data cleaning.
• Experience collaborating in fast-paced, ambiguous environments with ownership, prioritization, and urgency.

Additional Information

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How much notice are you required to give your current employer?
• How would you rate your English language skills?
• Retail & Consumer Products 1,001-5,000 employees
• Procurement Import and Logistic Executive
• South Jakarta, Jakarta, ID
• Logistic Supervisor
• West Jakarta, Jakarta, ID