The Senior Executive - Return to Shipper (RTS) will be responsible for the end-to-end management of all return shipments for Teleport Commerce clients. This role ensures timely, accurate, and controlled handling of return consignments while maintaining clear communication with customers and internal stakeholders. The position plays a critical role in service recovery, customer satisfaction, and operational performance monitoring.
Key Responsibilities
- Manage the end-to-end Return to Shipper (RTS) process, including coordination with warehouse, ground handling, linehaul, and relevant partners
- Perform and monitor ONET system scanning activities, ensuring all RTS shipments are scanned accurately at each process milestone
- Closely monitor shipment status updates in ONET, ensuring timely, correct status progression and immediate follow-up on missing, delayed, or incorrect scans
- Monitor and maintain RTS operational reports and dashboards, ensuring data accuracy, visibility, and timely escalation of irregularities or delays
- Act as the primary point of contact for customer queries related to return shipments, providing clear, professional, and timely responses
- Investigate RTS cases, identify root causes (e.g. operational failures, documentation issues, system issues, consignee uncontactable), and recommend corrective actions
- Coordinate closely with internal teams (Operations, Customer Service, Finance, Commercial, and IT/System teams) to resolve RTS-related issues and system discrepancies
- Ensure all RTS activities comply with company SOPs, ONET system requirements, regulatory standards, and service-level expectations
- Support management with performance analysis, trend reporting, and continuous improvement initiatives related to RTS operations
- Proactively identify recurring system or operational gaps impacting RTS volumes and propose process improvements to reduce preventable returns
Requirements
- Minimum 3-5 years of experience in logistics, e-commerce operations, cargo operations, or customer-facing operational roles
- Hands-on experience with Scanning System and shipment status management is a strong advantage
- Strong understanding of return shipment flows, exception handling, and operational reporting
- Good communication skills, with the ability to manage customer correspondence professionally and confidently
- Strong analytical mindset with experience in report monitoring and data-driven decision-making
- Ability to work independently in a fast-paced, high-volume operational environment
- Proficient in MS Excel or G Suites and operational reporting tools
Key Competencies
- Ownership and accountability
- Operational discipline and system accuracy
- Customer-focused mindset
- Stakeholder management
- Attention to detail and follow-through
Benefits
Work-Life at #TeamTeleport
- Unlimited training -You will have access to a wide range of learning resources including Notion!
- Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista... as long as it's not a birthday suit!
- Vacation and time away - Sometimes you need to recharge and come back energized! That's why you will get 90% off flights to destinations within AirAsia's network, 10%-15% discounts on selected eateries at KLIA2
- Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!
