Abnormal Response Service Specialist

About the role

We are looking for a detail-oriented Logistics Exception Handling Executive to manage abnormal/exception parcels and ensure smooth re-delivery operations. In this role, you will be responsible for listing/re-listing failed deliveries, analyzing return parcel timelines, and collaborating with warehouse and upstream teams to close the loop on exception cases. This position requires working an afternoon/evening shift and is ideal for someone who thrives in a fast-paced logistics environment.

Key responsibilities

• Conduct real-time listing/re-listing of abnormal/exception parcels resulting from failed deliveries, assess re-delivery feasibility, and issue accurate operational instructions.
• Perform weekly data analysis on return parcel timelines to identify bottlenecks and provide actionable insights for process optimization.
• Liaise with warehouse and upstream departments to resolve exception parcel issues requiring re-listing, ensuring end-to-end case closure.
• Ensure all exception handling processes comply with internal SOPs and the Employment Act 1999, including adherence to the statutory maximum working hours of 45 hours per week.
• Proactively identify recurring issues from exception data and propose workflow improvements to enhance delivery success rates.

About you

• Proficient in English (written and spoken) with basic Malay proficiency; able to handle English work orders and communicate effectively across departments.
• Strong decision-making skills with the ability to quickly assess re-delivery feasibility for failed parcels.
• Data-sensitive with the ability to extract insights from timeline data and propose optimization recommendations.
• Proficient in Microsoft Excel and customer service/CRM systems for tracking and reporting.
• Self-motivated and meticulous, capable of working independently with minimal supervision.
• Strong cross-functional collaboration skills to drive issue resolution with warehouse and operations teams.
• Minimum 1 year of experience in logistics, e-commerce customer service, or last-mile delivery operations (preferred).
• Familiarity with express courier exception handling workflows and return parcel management (preferred).
• Prior exposure to warehouse management systems (WMS) or logistics tracking platforms (preferred).