Key Responsibilities:
Outbound Execution & Exception Handling
- Support daily B2C order fulfillment, ensuring timely and accurate parcel shipments from 3PL via UPS
- Monitor delivery status and resolve exceptions such as lost parcels, delays, incorrect addresses, and refusals
- Collaborate with customer service to handle re-shipments, replacements, or return requests
3PL Coordination
- Coordinate with 3PL warehouse teams to manage shipping schedules, inventory synchronization, and operational instructions
- Monitor warehouse performance, identify gaps, and assist in process improvement
Channel Support & Platform Coordination
- Oversee order fulfillment across DTC (Shopify), TikTok live commerce, and Amazon FBA platforms
- Communicate with platform operations and customer service teams to ensure timely order processing and inventory updates
- Address channel-specific requirements such as shipping policies, return rules, and performance standards
- Analyze performance metrics across channels and suggest fulfillment-related improvements
Reverse Logistics & Returns Management
- Track customer returns and refused parcels, ensuring data accuracy between systems and warehouse records
- Assist in return process execution, including RMA guidelines, return labels, and refund issuance
- Handle UPS claims for lost, damaged, or delayed parcels, submit documentation, and track resolution
- Analyze return and claim trends; provide feedback reports to product, customer service, and warehouse teams
Data Analysis & Process Optimization
- Gather and analyze shipping data (e.g., volume, carrier performance, cost, exception rate) to support decisions
- Support process standardization through SOP development, flow updates, and system testing
Promotion & Peak Season Support
- Assist in planning and execution during peak periods and sales events
- Coordinate with 3PL teams to ensure labor capacity and outbound priority control
Requirements:
- Bachelor’s degree or above in Logistics, Supply Chain Management, or related field
- At least 2 years of experience in B2C logistics, warehousing, or order fulfillment; experience working with 3PL preferred
- Familiar with UPS operations and typical eCommerce logistics challenges
- Proficient in Excel (VLOOKUP, Pivot Tables, etc.); capable of analyzing logistics data
- Strong execution, communication, and organizational skills; able to work cross-functionally
- Proficient in both Mandarin and English (written and spoken)
Preferred Qualifications:
- Hands-on experience with Shopify, Amazon, TikTok Shop or similar platforms
- Familiarity with WMS/OMS systems such as NetSuite
- Experience handling returns, RMA processing, or working with customer service systems
Work Place：North America
Please be noted that this position will involve business trips to China.
