Return Operations

18 hours ago

Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh City

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.

**About the Team**:

- The Return Operations & Dispute Associate is responsible for managing return-to-supplier (RTS) cases and resolving disputes related to returned or damaged goods. This role requires strong coordination with BD, Warehouse, FIN, and 3PL to ensure an efficient end-to-end process and cost optimization throughout return and compensation handling.

** Job Description**:

- Handle RTS operations, including returns due to slow-moving stock, damaged stock, or contract liquidation, and reconciliation, compensation settlement.
- Support BD team in communicating with suppliers throughout the end-to-end return process, from initial return notification until the supplier receives the goods.
- Investigate and resolve supplier claims regarding returned goods, compensation rate, or quantity discrepancies by coordinating with BD and WH team.
- Manage disputes with 3PLs when goods are damaged or lost during transportation
- Work closely with Payment Ops team to ensure accurate payment
- Support cost analysis and identify opportunities for cost reduction and process optimization in the RTS and dispute flow-
- **Requirements**:

- Bachelor’s degree in Supply Chain, Business, E-commerce or a related field.
- 1-3 years of experience in operations, supply chain, logistics, or dispute management
- Strong communication, stakeholder management and coordination skills with cross-functional teams.
- Analytical and problem-solving mindset, with strong attention to detaill and ability to manage multiple requests and follow through on execution.
- Proficient in Microsoft Excel (pivot tables, VLOOKUP, data validation, etc.).
- Fast learner with the ability to understand warehouse operations, inventory storage logic and operational processes quickly.

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