3PL Claims & Reconciliation Executive - Logistics Operations, SG Marketplace

3PL Claims & Reconciliation Executive - Logistics Operations, SG Marketplace Department

Level: Experienced (Individual Contributor)

Location: Malaysia - Kuala Lumpur

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.

Job Description:

1. 3PL Invoice Reconciliation
   • Ensure to receive the invoices timely from the external party
   • Monitor the payment team to process the payment timely to avoid Late Payment Penalty
   • Ensure external party did not bill the company unnecessarily and flag out for unusual spike / abnormalities
   • Handle the back and forth disputes for any discrepancies between the company & external party
   • Ensure external party provide the Credit Notes/Bank Transfer after concluding the discrepancies
2. Lost & Damaged Claims
   • Process claims for users for loss or damage orders due to logistics related issues
   • Claim the claimable for loss or damage orders due to logistics related issues from the external party
   • Handle the back and forth disputes for any discrepancies between the company & external party
   • Ensure external party provide the Credit Notes/Bank Transfer after concluding the discrepancies
3. General
   • Investigate claims related to loss, damage, or theft of goods during transportation, reviewing claims to determine their validity
   • Process claims / external party invoices according to company policies and procedures, negotiating settlements with customers or clients to resolve claims in a fair and efficient manner
   • Liaise with external parties to ensure timely and accurate payment of claims and invoices
   • Maintain accurate and up-to-date documentation related to claims, including claim files, correspondence, and reports
   • Monitor and analyze claims data to identify trends and patterns, and recommend process improvements to prevent future claims
   • Ensure compliance with all regulatory requirements related to claims handling and processing
   • Collaborate with cross-functional stakeholders (mainly Dispute, Payment, Finance and Fraud teams) to ensure a seamless claims process and positive customer experience
   • Support regional ad-hoc requests such as providing and analyzing data to close any gaps in the current process

Requirements:

At least 2-3 years of working experience in billing and claim related roles

Possess high integrity, with strong negotiation and interpersonal skills

Outstanding ability in engaging stakeholders for justification

Good logical thinking and problem-solving skills. Data-driven and detail-oriented person

High proficiency in MS Excel

Team player, and strong in both written skills and verbal communication