CS Exception Handling Specialist

Job Responsibilities

1. Verify and close out exception cases: Conduct verification and liability determination for warehouse‑reported exception parcels including damage, mis‑shipment, duplicate orders and other issues. Clarify accountability, issue handling instructions, and follow up until work tickets are fully closed.
2. Exception reporting: Immediately report major or batch‑scale exception incidents to supervisors and relevant departments, and provide written exception briefings.
3. Exception coordination via Feishu groups: Monitor and respond to real‑time exception messages across all Feishu business groups. Timely reply, follow‑up and relay requests from all stakeholders to ensure efficient and accurate information flow.
4. Spreadsheet data management: Maintain the exception‑parcel logbook. Perform data entry, filtering, summarisation and basic data analysis using spreadsheets to support exception reviews and process improvements.

Job Requirements

1. Prior working experience in logistics, e‑commerce or customer service is preferred.
2. Bachelor’s degree or above. Proficient written English with basic knowledge of US courier operations.
3. Meticulous and detail‑oriented with strong proficiency in Microsoft Excel.
4. Resilient under pressure and able to adapt to shift‑work arrangements.

Working Hours

09:00 – 18:00. A midnight shift (00:00 – 09:00) may be introduced at a later stage in response to business growth.