Business Optimization Service Specialist

About the role

This role involves managing exception packages through real-time shelving and verification for failed deliveries, assessing re-dispatch feasibility, and issuing operational instructions. You will conduct weekly data analysis on return turnaround times to identify bottlenecks and support process improvements, while liaising with warehouse and upstream departments to coordinate resolution of exception packages.

Key responsibilities

• Conduct real-time shelving and verification for failed deliveries
• Assess the feasibility of re-dispatch and issue accurate operational instructions
• Conduct weekly data analysis on return turnaround times and identify bottlenecks
• Provide data-driven support for process improvements
• Liaise with warehouse and upstream departments to coordinate exception package resolution
• Ensure closed-loop processing of exception packages

About you

• Basic reading and writing skills required to handle English work orders and facilitate cross-departmental communication
• 1+ years of experience in logistics or e-commerce customer service preferred
• Strong understanding of express delivery exception handling processes
• Proficient in data analysis tools such as Excel and customer service systems (e.g., CRM)
• Ability to quickly assess and decide the feasibility of re-dispatching failed deliveries
• Capable of identifying issues from turnaround time data and proposing optimization suggestions
• Highly effective at coordinating with multiple departments to drive problem resolution
• Able to adapt to a late-night shift schedule and perform well under pressure
• Self-motivated and meticulous, with the ability to work efficiently in an unsupervised environment