Abnormal Response Service Specialist（mandarin）

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a detail-oriented Logistics Exception Handling Executive in Kuala Lumpur to manage abnormal parcels and streamline re-delivery operations.

You will list/re-list failed deliveries, analyze return timelines, and work with warehouse and upstream teams to close each case efficiently. The role requires an afternoon/evening shift in a fast-paced logistics environment, with strong English communication and basic Malay.

Qualifications

• Proficient in English (written and spoken).
• Basic Malay understanding is a plus.
• Minimum 1 year of logistics, e-commerce customer service, or last-mile delivery operations experience.

Responsibilities

• Real-time listing/re-listing of abnormal/exception parcels.
• Assess re-delivery feasibility and issue operational instructions.
• Weekly analysis of return parcel timelines for process optimization.
• Collaborate with warehouse/upstream teams to close exception cases.
• Ensure compliance with SOPs and Employment Act 1999, including 45-hour work week.

Skills

Attention to detail

Excel proficiency

Analytical thinking

Cross-functional collaboration

English communication

Independent worker

Adaptability

Tools

CRM systems

WMS

Tracking platforms

Job description

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).