US-Time CX Operations Lead - Post-Sales

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

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.