Customer Service Executive - Exception Handling (E-commerce Logistics)

About the role

Ever wondered what happens behind the scenes when a package gets damaged, sent to the wrong address, or duplicated? That's where you come in. In this role, you'll be the go-to person for resolving abnormal package cases across our warehouse network — investigating what went wrong, deciding responsibility, and making sure every case gets closed properly. You'll be working in a fast-paced e-commerce logistics environment, coordinating with warehouses and internal teams through our collaboration platform, and using spreadsheets to keep everything tracked and improve our processes over time.

Key responsibilities

• Investigate abnormal packages reported by warehouses — such as damaged items, mis-shipped parcels, or duplicate orders
• Decide who is responsible, issue clear handling instructions, and follow through until each case is fully resolved
• Notify supervisor and relevant departments when major or batch abnormalities occur
• Put together clear summaries of abnormal package situations
• Monitor and respond to exception updates in internal collaboration groups (Feishu/Lark) in real time
• Reply quickly to pending items and ensure information flows accurately between teams
• Keep abnormal package tracking log up to date
• Perform data entry, filtering, summarizing, and basic analysis in spreadsheets to support case reviews and process improvements

About you

• Working experience in logistics, e-commerce, or customer service — preferred
• Bachelor's degree or above
• Good written and spoken English; basic familiarity with U.S. delivery services is a plus
• Fluent in Mandarin
• Sharp eye for detail; comfortable with Excel (functions, filtering, pivot tables)
• Able to work well under pressure and open to shift schedules