Specialist, CX Operations

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

Success in this role means being the person our US customers can count on when an order goes wrong. Within your first year you will own the post-sales exception process end-to-end — disputes, returns, refunds, replacements and reverse logistics — and run it to a standard where issues are resolved on first contact, within policy, and without needing to be chased.  

Key measures of success include resolution time and first-contact resolution rate on order disputes, accuracy of refunds and replacements against policy, return and restocking turnaround across sales platforms, and reliable independent coverage of the US timezone shift.  

 

Location: Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor Work Arrangement: Fully onsite Working days: Sunday–Thursday OR Tuesday–Saturday Working Hours: 2:00 AM–11:00 AM (Supporting US market)

• Two off-days per week

 

What you'll be doing:  

• Own order-related disputes from the moment they are raised to the moment they are closed and  manage the resolution process throughout.  

• Coordinate the return process across our various sales platforms, keeping each platform's own rules and timelines straight.  

• Process refunds and replacements accurately and in line with company policy.  

• Oversee reverse  logistics  and  restocking  so returned stock moves back through the system cleanly.  

• Work with warehouse,  logistics and post-sales colleagues to get issues resolved on time and  escalate early when they will not be.  

• Be the CX operations point of contact during US business hours, handling customer-facing communication directly.  

• Work daily in Odoo, our WMS, the CX portal and Excel, keeping records clean enough that anyone can pick up a case behind you.  

• Spot the patterns behind repeat exceptions and flag the process fixes, rather than only clearing the queue.  

What you need to succeed:  

• Previous  experience in operations and customer service roles — this is essential.  

• Familiarity with eCommerce platforms,  exception   processes  and return management.  

• Hands-on experience with an ERP system, and the confidence to explain how you have used it.  

• A working understanding of eCommerce  logistics  — what happens to an order, and where it goes wrong.  

• Excellent communication: clear, fluent, and empathetic with customers under pressure.  

• Strong analytical and problem-solving ability, and the meticulousness that refunds and returns demand.  

• Comfortable working independently on a night shift covering the US  timezone .  

• Collaborative, and  effective across cross-functional teams.  

 

Built for Real Life, Designed for What’s Next

 

At Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change.

 

Now, we’re focused on what’s next: scaling with care, crafting better experiences, and growing a team that’s as intentional as our design philosophy.

 

If you believe that good homes create good lives, come build with us.