Seller Support Specialist

We are looking for a highly detail-oriented and proactive Seller Support Specialist to ensure the seamless resolution of operational and logistical issues for our Fulfillment by Shopee (FBS) sellers. This critical backbone role serves as the primary liaison between the Seller Management/Account Manager team and our internal operational departments (Warehouse, Business Development, Finance). The ideal candidate thrives in a fast-paced environment, has exceptional problem-solving skills, and a strong commitment to accuracy in data and process execution.

Responsibilities

Operational Support & Escalation Handling

• Resolve daily operational support tickets and inquiries related to warehouse and logistics processes.
• Track and maintain records for Value-Added Services (VAS) charges and the official seller liquidation list.
• Investigate and resolve critical operational issues and escalations, including incorrect deliveries, incomplete shipments, shipment disputes, and other time-sensitive matters.
• Act as the central liaison between the Warehouse operations and internal/external stakeholders for daily performance monitoring and issue resolution.
• Handle and process warehouse claims (e.g., damaged, expired, or missing items) by ensuring all necessary checks, documentation, and accurate processing are completed in a timely manner.
• Ensure the Return-To-Seller (RTS) processes and seller liquidation activities are executed with high accuracy and in full compliance with established policies.

Performance Monitoring & Process Improvement

• Flag critical and recurring performance issues to the Seller Management and Account Manager teams to enable proactive intervention and follow-up.
• Identify recurring operational bottlenecks and pain points within the support workflow and warehouse processes.
• Assist in the documentation and implementation of best practices across warehouse and seller-facing operations.

Requirements

• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
• Open to fresh graduates or candidates with 1–3 years of experience in a fast-paced operations support, logistics coordination, or service/helpdesk environment, preferably within e-commerce.
• Experience in handling ticketing/case management systems.
• Strong analytical skills with advanced proficiency in Excel/Google Sheets; must be comfortable working with large datasets to troubleshoot and track issues.
• Organizational and attention-to-detail skills; highly process-oriented.
• Excellent written and verbal communication skills; professional and clear in relaying complex issues to both internal and external stakeholders.
• Self-starter with a proactive, problem-solving mindset and the ability to manage multiple issues simultaneously under tight deadlines.
• Chinese speaking / writing is an advantage.