Abnormal Response Service Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. in Malaysia is seeking a detail-oriented Logistics Exception Handling Executive to manage abnormal/exception parcels and ensure smooth re-delivery operations.

You will list and re-list failed deliveries, analyze return parcel timelines, and collaborate with warehouse and upstream teams to close exception cases, while working a structured SOP-driven process. This role requires an afternoon/evening shift and suits individuals who thrive in fast-paced logistics

Qualifications

• Strong English written and spoken communication.
• Basic Malay proficiency and ability to handle English work orders.
• Analytical mindset with ability to extract timelines insights.
• Independent, self-motivated and detail-oriented.
• Collaborates well with warehouse and operations teams.

Responsibilities

• Conduct real-time listing/re-listing of abnormal/exception parcels resulting from failed deliveries, assess re-delivery feasibility, and issue accurate operational instructions.
• Perform weekly data analysis on return parcel timelines to identify bottlenecks and provide actionable insights for process optimization.
• Liaise with warehouse and upstream departments to resolve exception parcel issues requiring re-listing, ensuring end-to-end case closure.
• Ensure all exception handling processes comply with internal SOPs and the Employment Act 1999, including adherence to the statutory maximum working hours of 45 hours per week.
• Proactively identify recurring issues from exception data and propose workflow improvements to enhance delivery success rates.

Skills

English proficiency

Data analysis

Independent worker

Cross-functional collaboration

Decision making

Tools

Excel

CRM systems

WMS

Logistics tracking platforms

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are looking for a detail-oriented Logistics Exception Handling Executive to manage abnormal/exception parcels and ensure smooth re-delivery operations. In this role, you will be responsible for listing/re-listing failed deliveries, analyzing return parcel timelines, and collaborating with warehouse and upstream teams to close the loop on exception cases. This position requires working an afternoon/evening shift and is ideal for someone who thrives in a fast-paced logistics environment.

Key responsibilities

Conduct real-time listing/re-listing of abnormal/exception parcels resulting from failed deliveries, assess re-delivery feasibility, and issue accurate operational instructions.

Perform weekly data analysis on return parcel timelines to identify bottlenecks and provide actionable insights for process optimization.

Liaise with warehouse and upstream departments to resolve exception parcel issues requiring re-listing, ensuring end-to-end case closure.

Ensure all exception handling processes comply with internal SOPs and the Employment Act 1999, including adherence to the statutory maximum working hours of 45 hours per week.

Proactively identify recurring issues from exception data and propose workflow improvements to enhance delivery success rates.

About you

Proficient in English (written and spoken) with basic Malay proficiency; able to handle English work orders and communicate effectively across departments.

Strong decision-making skills with the ability to quickly assess re-delivery feasibility for failed parcels.

Data-sensitive with the ability to extract insights from timeline data and propose optimization recommendations.

Proficient in Microsoft Excel and customer service/CRM systems for tracking and reporting.

Self-motivated and meticulous, capable of working independently with minimal supervision.

Strong cross-functional collaboration skills to drive issue resolution with warehouse and operations teams.

Minimum 1 year of experience in logistics, e-commerce customer service, or last-mile delivery operations (preferred).

Familiarity with express courier exception handling workflows and return parcel management (preferred).

Prior exposure to warehouse management systems (WMS) or logistics tracking platforms (preferred).