Primary Responsibilities:

1. Direct oversight of logistics operations and strategic responsibilities across the Philippines and Indonesia.

2. Provides cross-functional support for MSB Logistics operations.

3. Resolving Customer Issues:

a) Investigating and resolving customer complaints through Zendesk case assigned.

b) Identifying the root cause of problems and finding appropriate solutions.

c) Guide vendor or operation to take remedy/rectification action to address the complaint,

4. Shipment Return and Customer Refund or Replacement

a) Timely processing of online returns and CV to customer.

b) Timely processing of replacement order to customer.

c) Timely returns of physical good from service provider.

d) Inspection and disposition of return orders.

5. Claim and Recovery Management:

a) Timely submission of claims/recoveries against vendor for damage and lost in transit.

b) Issue invoice for claim/recoveries against vendor.

c) Tracking of claims and ensure it is being deducted from the monthly charges from vendor.

6. Vendor Performance Monitoring:

a) Assist in tracking and analysing key performance indicators (KPIs) of delivery vendors, such as on-time delivery rates and customer satisfaction scores.

b) Prepare regular reports on vendor performance, including data analysis and visualizations.

c) Monitor delivery operations through tracking systems and identify potential issues.

7. Vendor Communication & Support:

a) Communicate with vendors to address performance concerns and provide support.

b) Assist in resolving operational challenges and escalations.

c) Maintain accurate records of vendor communication and performance data.

8. Process Improvement:

a) Support the implementation of process improvements to enhance delivery efficiency and customer satisfaction.

b) Assist in the development and maintenance of standard operating procedures (SOPs).