Project Manager Logistics

About the role

Manage and develop Logistics Service systems related to product returns (Return), claim management (Claim), and 4PL coordination to enhance customer experience, reduce return rates, and improve post-sales cost management efficiency.

Key responsibilities

• Analyze returned products and conduct return analysis
• Manage claim-related issues and claim management
• Organize 4PL Logistics systems including designing workflow coordination between Logistics Operation team and 4PL partners (Thai Post, DHL, SPX, KEX, Flash, etc.)
• Define KPIs such as Return Turnaround Time, Claim Resolution Time, Cost per Claim, CSAT, and NPS post-claim
• Verify 4PL SLA compliance
• Conduct monthly Performance Review with 4PL partners
• Plan improvements to Ticket/CRM systems to support claim tracking
• Apply Lean, Six Sigma, and Data Analytics tools for process improvement
• Execute projects to reduce return costs and implement automation in claim processes
• Develop SOP and provide training to Logistics Operation team

About you

• Bachelor's degree or higher in Business Administration, Logistics, Supply Chain, Engineering, or related field
• 3–7 years of experience in E-Commerce, Trading, Customer Service, After-Sales, Logistics, or 4PL
• Experience analyzing Return/Claim data
• Experience managing process improvement projects
• Data Analysis skills (Excel Advanced or BI Tool)
• Problem Solving and RCA capabilities
• Process Design expertise
• Negotiation skills with 4PL partners
• Stakeholder Management abilities
• Manager Level, Mid–Senior Level position with team of 5-10 people