About this role
- 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
