Specialist, CX Operations

Zebra Shipping Sdn. Bhd.; Johor Bahru; On-site; MYR 47,000 - 71,000; Full time

Job summary

Castlery Malaysia is seeking a CX operations specialist to own the post-sales exception process end-to-end, including disputes, returns, refunds, replacements and reverse logistics. You will work during US business hours from our Johor onsite location and collaborate with warehouse and CX teams to resolve issues on time.

You will use Odoo, the CX portal and Excel to keep clean records and drive first-contact resolutions, while spotting patterns and driving process improvements.

Qualifications

• Minimum experience in operations or customer service.
• Familiarity with ecommerce platforms and return management.
• Hands-on experience with an ERP system.
• Strong communication and problem-solving skills.
• Comfortable working a night shift (US hours).

Responsibilities

• Own post-sales exception process from start to finish (disputes, returns, refunds, replacements).
• Coordinate the return process across platforms, tracking rules and timelines.
• Process refunds and replacements accurately per policy.
• Oversee reverse logistics and restocking of returned stock.
• Collaborate with warehouse, logistics and CX teams to resolve issues promptly.
• Serve as the CX operations point during US business hours.
• Maintain records in Odoo, CX portal and Excel so cases are traceable.
• Identify patterns in repeat exceptions and suggest process fixes.

Skills

Operations & customer service

Ecommerce platforms

ERP system

Communication

Analytical thinking

Night shift

Excel

Tools

Odoo

Excel

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.

Success in this role means being the person our US customers can count on when an order goes wrong. Within your first year you will own the post-sales exception process end-to-end — disputes, returns, refunds, replacements and reverse logistics — and run it to a standard where issues are resolved on first contact, within policy, and without needing to be chased. Key measures of success include resolution time and first-contact resolution rate on order disputes, accuracy of refunds and replacements against policy, return and restocking turnaround across sales platforms, and reliable independent coverage of the US timezone shift.

Key responsibilities

• Own order-related disputes from the moment they are raised to the moment they are closed and manage the resolution process throughout
• Coordinate the return process across various sales platforms, keeping each platform's own rules and timelines straight
• Process refunds and replacements accurately and in line with company policy
• Oversee reverse logistics and restocking so returned stock moves back through the system cleanly
• Work with warehouse, logistics and post-sales colleagues to get issues resolved on time and escalate early when they will not be
• Be the CX operations point of contact during US business hours, handling customer-facing communication directly
• Work daily in Odoo, our WMS, the CX portal and Excel, keeping records clean enough that anyone can pick up a case behind you
• Spot the patterns behind repeat exceptions and flag the process fixes, rather than only clearing the queue

Location: Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor
Work Arrangement: Fully onsite
Working days: Sunday–Thursday OR Tuesday–Saturday
Working Hours: 2:00 AM–11:00 AM (Supporting US market)

Two off-days per week

About you

• Previous experience in operations and customer service roles — this is essential
• Familiarity with eCommerce platforms, exception processes and return management
• Hands‑on experience with an ERP system, and the confidence to explain how you have used it
• A working understanding of eCommerce logistics — what happens to an order, and where it goes wrong
• Excellent communication: clear, fluent, and empathetic with customers under pressure
• Strong analytical and problem-solving ability, and the meticulousness that refunds and returns demand
• Comfortable working independently on a night shift covering the US timezone
• Collaborative, and effective across cross-functional teams

About us

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change. Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.