Senior Supply Chain Executive

About LINE MAN Wongnai

LINE MAN Wongnai is one of Thailand's fastest-growing technology companies, operating three core business groups: On-demand Services under the LINE MAN brand, the leader in food delivery, mart delivery, messenger, transportation, and telepharmacy; Merchant Digital Solutions under the Wongnai brand, the leading provider of POS and digital solutions for merchant management, beauty, and wellness clinics; and Pay & Financial Services under the LINE Pay brand, an integrated online and offline payment platform.
As a data and AI-driven company, our mission is to Digitalize Everyday Life Services, guided by our core values: Innovate Faster, Go Deeper, and Respect Everyone. Together, we power a digital ecosystem that serves 10 million users, 520,000 active online and offline merchants, and over 290,000 active riders and drivers nationwide.

Join us, and you'll work alongside talented, driven people who take real ownership from day one. Here, your work won't just move a project forward, it'll shape how millions of people live every day.

We are looking for a Supply Chain Executive to manage after-sales hardware operations across three interconnected functions: Claim, Cancel/Refund, and Repair. This role serves as the single point of contact for merchant hardware issues — receiving and validating claim and cancellation requests, coordinating device pick-up and refund workflows, and overseeing the repair pipeline with external vendors. The role directly impacts merchant experience, asset recovery rate, and operational cost efficiency.

What you'll Do:

• Claim Intake & Resolution
  • Receive and validate claim requests from merchants via CS, Salesforce, and internal channels; verify merchant RID, device serial number, asset status in Snipe-it, warranty eligibility, and defect evidence
  • Categorize claim type (hardware defect, software issue, loss, damage) and determine appropriate resolution — replacement or repair routing
  • Initiate outbound replacement orders on FFM per cut-off schedule and send confirmation to merchants via SMS/Line/Email
  • Monitor delivery status through to successful receipt; update claim records in tracking sheet and Snipe-it upon completion
  • Identify recurring claim patterns and escalate findings to the Team Leader
  • Cancel, Pick-up & Refund Processing
    • Receive cancellation requests and validate eligibility based on order status, contract terms, and internal policy
    • Coordinate device retrieval logistics — determine self-return or logistics pick-up and schedule accordingly
    • Track pick-up status end-to-end and follow up with logistics partners to ensure timely collection
    • Liaise with Finance Ops to process deposit refunds within agreed SLA and reconcile refund records between operational and financial systems
    • Manage escalation for cases where merchants fail to return devices as scheduled
    • Repair Coordination
      • Receive defective devices handed off from claim processing; verify serial numbers, grade condition, and log into Snipe-it
      • Coordinate with external repair vendors (NPK, Clexpert) — create outbound repair orders, send formal handoff with device list and defect description, and obtain repair cost quotations
      • Escalate repair cost decisions to Team Leader when cost exceeds threshold (e.g., >2,500 THB) or device age >2.5 years
      • Track repair TAT per vendor and follow up on overdue jobs; receive repaired devices, verify quality, re-grade, and return to usable stock
      • Reconcile repair invoices against actual jobs completed before submission to Finance
      • Reporting & Process Improvement
        • Maintain complete and up-to-date records across all three functions — claim, cancel/refund, and repair trackers
        • Prepare weekly and monthly summaries covering case volume, resolution rate, TAT performance, and repair cost
        • Identify inefficiencies and recurring issues across workflows; propose process improvements to the Team Leader
        • Support SOP documentation and updates as product lines or vendor processes evolve

        What you'll Need:

        • Bachelor's degree in Supply Chain, Business Administration, Logistics, or related field
        • 2–3 years of experience in after-sales operations, claim handling, or supply chain support roles
        • Experience coordinating with repair vendors or logistics partners is a strong advantage
        • Comfortable using Snipe-it or similar asset tracking systems, Salesforce or ticketing systems, and Google Sheets / Excel
        • Detail-oriented with strong case management and follow-through skills across high volumes
        • Clear communicator — able to coordinate with CS, Finance, Warehouse, and external vendors simultaneously
        • Service-minded, organized, and able to prioritize effectively when handling multiple case types at once