Specialist, CX Operations

Castlery; Johor Bahru; On-site; MYR 100,000 - 167,000; Full time

Job summary

Castlery is seeking a Specialist, CX Operations to join our E-commerce team in Malaysia. You’ll own the post-sales exception process end-to-end for the US market, handling disputes, returns, refunds, replacements and reverse logistics.

This role focuses on resolving issues on first contact, meeting policy, and coordinating with warehouse and logistics. You’ll work fully onsite at Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor, with Sunday–Thursday or Tuesday–Saturday shifts to support US

Qualifications

• Experience in operations and customer service roles.
• Familiarity with eCommerce platforms and returns processes.
• Hands-on experience with ERP systems.
• Understanding of eCommerce logistics and order flow.
• Excellent communication under pressure.
• Ability to work night shift to support US hours.

Responsibilities

• Own order-related disputes from raised to closed and manage the resolution process.
• Coordinate the return process across our platforms, adhering to each platform's rules and timelines.
• Process refunds and replacements accurately and in line with policy.
• Oversee reverse logistics and restocking to move returned stock back into the system.
• Collaborate with warehouse, logistics and post-sales teams to resolve issues promptly.
• Be the CX operations point of contact during US business hours and communicate with customers.
• Maintain accurate records in Odoo, the CX portal and Excel so cases are traceable.
• Identify patterns in repeat exceptions and drive process improvements.

Skills

Customer service

Operations

E-commerce

US time-zone support

Analytical thinking

Tools

Odoo

Excel

WMS

ERP systems

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're rethinking homes for how people really live, and we're looking for a Specialist, CX Operations to join our E-commerce team to help shape the future of living—one thoughtful detail at a time.

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.

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

What you’ll be doing:

• 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 our 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 escal", 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.

What you need to succeed:

• 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.

Built for Real Life, Designed for What's Next

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.

If you believe that good homes create good lives, come build with us.