Logistics Project - Operations

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

Job summary

A leading e-commerce platform in Jakarta Utara is seeking a candidate for a logistics role with a focus on enhancing customer experience through operational improvements. The ideal candidate will possess a Bachelor's degree and 2-3 years of relevant experience in logistics or operations. Key responsibilities include driving process improvements in logistics metrics, executing return & refund initiatives, and collaborating with various teams to optimize service delivery. Candidates should have strong problem-solving skills and advanced proficiency in Excel and data analysis.

Qualifications

• 2-3 years of relevant experience in operations, logistics, consulting, CX, or project management.
• Proven capability in driving cross-functional improvements.
• Comfort with large datasets to find trends and actionable insights.

Responsibilities

• Drive improvements in logistics metrics for better customer experience.
• Coordinate return and refund initiatives for policy clarity.
• Monitor Payment SLA performance with Finance and 3PL partners.

Skills

Problem-solving

Data analysis

Interpersonal skills

Stakeholder management

Education

Bachelor's degree

Tools

Excel

Google Sheets

Job description

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.