Claims Recovery Executive - Logistics Operations, MY Marketplace

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

Join our team at Shopee and be part of a thrilling opportunity to shape the best practices in cost detection and assurance landscape in the e-commerce industry. Together, we will drive cost optimization, ensure financial integrity, and redefine operational excellence for the largest e-commerce platform in the region.

Job Description:

• Manage the overall claims submission process and communicate claims-related matters with 3PL (third party logistics).


• Ensure all claimable expenses have been submitted with sufficient evidence to ensure a high approval rate.


• Investigate claims related to lost & damaged, or theft of goods during transportation, reviewing claims to determine their validity.


• Review SOP and initiate improvement solutions based on business needs to ensure a seamless claims process.


• Maintain accurate and up-to-date documentation related to claims, including claim files, correspondence, and reports.


• Ensure compliance with all regulatory requirements related to claims handling and processing.


• Collaborate with cross-functional stakeholders  (mainly Vendor Management, Dispute, Payment, Finance and Fraud teams) to ensure a seamless claims process and positive customer experience.


• Highlight and raise any claims-related issues to management for prompt resolution.


• Support regional ad-hoc requests such as providing and analyzing data to close any gaps in the current process.

Requirements:

• At least 3 years of working experience in billing and claim-related roles.


• Possess high integrity, with strong negotiation and interpersonal skills.


• Outstanding ability in engaging stakeholders for justification.


• Good logical thinking and problem-solving skills. 


• Data-driven and detail-oriented person.


• High proficiency in MS Excel and/or Google Sheets.


• Team player, and strong in both written skills and verbal communication.