Seller Support Specialist

Operational Support & Escalation Handling

• Resolve daily operational support tickets and inquiries related to warehouse and logistics processes.
• Track and maintain records for Value-Added Services (VAS) charges and the official seller liquidation list.
• Investigate and resolve critical operational issues and escalations, including incorrect deliveries, incomplete shipments, shipment disputes, and other time-sensitive matters.
• Act as the central liaison between the Warehouse operations and internal/external stakeholders for daily performance monitoring and issue resolution.
• Handle and process warehouse claims (e.g., damaged, expired, or missing items) by ensuring all necessary checks, documentation, and accurate processing are completed in a timely manner.
• Ensure the Return-To-Seller (RTS) processes and seller liquidation activities are executed with high accuracy and in full compliance with established policies.

Performance Monitoring & Process Improvement

• Flag critical and recurring performance issues to the Seller Management and Account Manager teams to enable proactive intervention and follow-up.
• Identify recurring operational bottlenecks and pain points within the support workflow and warehouse processes.
• Assist in the documentation and implementation of best practices across warehouse and seller-facing operations.

• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
• Open to fresh graduates or candidates with 1-3 years of experience in a fast-paced operations support, logistics coordination, or service/helpdesk environment, preferably within e-commerce.
• Experience in handling ticketing/case management systems.
• Strong analytical skills with advanced proficiency in Excel/Google Sheets; must be comfortable working with large datasets to troubleshoot and track issues.
• Organizational and attention-to-detail skills; highly process-oriented.
• Excellent written and verbal communication skills; professional and clear in relaying complex issues to both internal and external stakeholders.
• Self-starter with a proactive, problem-solving mindset and the ability to manage multiple issues simultaneously under tight deadlines.
• Chinese speaking / writing is an advantage.