Operations Coordinator

We’re rethinking homes for how people really live, and we’re looking for an Operations Coordinator to join our Logistics Operations team to help shape the future of living—one thoughtful detail at a time.

Operations at Castlery makes it all work by streamlining processes and elevating every customer touchpoint.

Success in this role means working independently through high volumes of customer cases and logistics exceptions - partnering with Customer Experience, Supply Planning, Warehouse, Logistics, and external carriers to resolve every US and Canada delivery, return, and replacement case accurately and with minimal customer friction, holding weekend and overnight coverage consistently, and carrying no backlog into the following week.

What you'll be doing:

• Own and manage returns and replacement operations end to end, including coordination with relevant internal teams and logistics partners to ensure timely resolution.
• Manage the end-to-end outbound order process, making sure every order is delivered on time and accurately, and proactively recovering orders at risk of scheduling or delivery issues.
• Coordinate special delivery arrangements and resolve delivery exceptions, delays, or other operational issues by working closely with carriers and internal teams.
• Respond to delivery, returns, and replacement enquiries - including escalations from the Customer Experience team and direct customer outreach - communicating professionally via phone, email, and ticketing systems.
• Manage the returns transportation process, including scheduling carrier pickups, tracking return shipments, and confirming warehouse receipt with the warehouse and inventory teams.
• Monitor and follow up on operational issues and recurring exceptions, identifying root causes and supporting corrective actions.
• Support logistics partner coordination and performance management.
• Analyze operational data and reports to identify gaps, inefficiencies, and opportunities for improvement.
• Maintain accurate operational records across outbound and returns workflows, ensuring system updates are completed in a timely manner.
• Monitor and resolve weekend tickets promptly so no backlog carries over into the following week.
• Support continuous improvement projects and other operational tasks as assigned.

Employment type: 12-months contract, renewable subject to performance and business requirements
Work arrangement:

• Candidates based in Johor Bahru: fully onsite at our Sunway Iskandar office
• Candidates based elsewhere in Malaysia: fully remote

Working hours:
This role supports the US and Canada markets and follows the below schedule:

• 11:00pm – 8:00am MYT
• Monday - Friday

What You'll Need to Succeed:

• Strong proficiency in English, both written and spoken.
• 3–4 years of experience in logistics, operations, supply chain, or a related field.
• Experience working with external vendors or logistics providers, including carrier coordination and issue resolution.
• Strong problem-solving and analytical skills, with the ability to dive deep into operational challenges and translate insights into practical, efficient actions.
• A customer-centric mindset and a commitment to service excellence.
• Strong attention to detail and accuracy, particularly when managing data and operational records.
• Advanced Excel and data analysis skills for operations reporting.
• Comfortable working with operational systems and data, with exposure to systems such as WMS, TMS, or ERP being an advantage.
• Ability to work independently and manage multiple tasks with minimal supervision.

Good to Have:

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related field. Candidates with a diploma and relevant experience will also be considered.
• Experience with returns management platforms or reverse logistics workflows.
• Familiarity with e-commerce fulfilment processes and big-and-bulky or final-mile delivery.
• Experience in process improvement initiatives within an operations, logistics, or warehouse environment.
• Prior experience working night shift and/or fully remote