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Warehouse CS Supervisor at Cainiao
Camalig, Cotabato, Philippines -
Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Team Management, Customer Service, Complaint Handling, SLA Monitoring, Process Optimization, CRM Systems, Excel Data Analysis, Cross-border E-commerce, Cross-cultural Communication, English Proficiency, Mandarin Proficiency, Logistics Coordination, Performance Evaluation, SOP Development, Platform Liaison, Problem Solving

Industry

Logistics;Transportation;Supply Chain and Storage

Description
Key Responsibilities Team Management & Training: Oversee daily operations, scheduling, and performance evaluations of the CS team. Establish standardized scripts and SOPs; conduct regular training on product knowledge and communication skills. Complaint Handling & Escalation: Manage complex and escalated customer complaints (e.g., lost packages, damage, delivery delays). Coordinate with warehouse, logistics, and finance departments to ensure rapid resolution, minimizing dispute rates and compensation costs. SLA Monitoring: Track key metrics including Response Time, Resolution Rate, and Customer Satisfaction (CSAT/NPS) to ensure compliance with platform or company standards. Process Optimization: Analyze complaint data to identify pain points (e.g., packaging defects, system errors) and drive improvements in warehouse workflows or system functions to reduce complaints at the source. Platform Liaison: Maintain relationships with local mainstream e-commerce platforms (e.g., Lazada, Shopee, TikTok Shop). Handle platform liability judgments and violation appeals promptly. Qualifications Experience: 3–5 years of experience in cross-border e-commerce customer service, including 1–2 years in team management. Familiarity with overseas warehouse processes (inbound, outbound, returns/exchanges) is preferred. Language Proficiency: Native or near-native English proficiency (written/spoken) with strong cross-cultural communication skills,Mandarin is a plus.. Technical Skills: Proficient in CRM systems and Excel data analysis. Soft Skills: Strong emotional intelligence and stress tolerance; logical thinking and problem-solving abilities. .
Responsibilities
Oversee daily CS operations and team performance while managing complex customer complaints and escalations. Analyze complaint data to optimize warehouse workflows and maintain relationships with e-commerce platforms like Lazada and Shopee.