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Homebrand spotlightUnsung heroes: The dedicated logistics team behind Shopee’s delivery operations

Unsung heroes: The dedicated logistics team behind Shopee’s delivery operations

Delivery work is hectic, intense and often goes unnoticed. But these Shopee employees aren’t afraid to go the distance to ensure packages are dispatched in a timely fashion.

Every day, your Shopee orders are delivered to sorting centres in the evening, where they are organised based on shipping address. These are further divided by up to 1,000 designated delivery areas. Operations within the logistics warehouse run throughout the night to ensure that all packages are dispatched to its respective distribution area by 6am the next morning.

The logistics department is supported by Shopee Xpress, an integrated logistics channel founded in August 2020 to facilitate the timely and reliable delivery of parcels. 

Said Mr Alvin Teo, director of regional operations at Shopee Singapore: “E-commerce delivery is a dynamic job that requires sorting staff, delivery personnel and collection point partners to work seamlessly and accurately to maintain high standards. We’re committed to constantly improving our systems and processes to optimise efficiency and uphold service standards.” 

TEAMWORK MAKES THE DREAM WORK

Ms Emaly Wang, a warehouse manager for Shopee, recounted her experience during the bustling 11.11 shopping festival, where she found herself dealing with double the usual number of orders. 

For Ms Wang and her team, it was a stressful period. Yet, undeterred by the immense workload, everyone focused on getting the job done.

“The team put in extra effort to be more efficient and, in the end, we even surpassed our target,” she shared. “Whenever I feel discouraged, this moment always comes to mind. Knowing that our team is so supportive makes me believe there is nothing we cannot overcome.” 

In her role as a team leader, Ms Wang oversees multiple functions, including data analytics, project management and planning. Her role also involves working closely with the onsite operational team to explore new initiatives that drive enhanced performance as well as managing manpower resources within the warehouse.

Among the many demanding aspects of her job, perhaps the most challenging lies in cultivating a sense of agility within her team. This entails ensuring that the warehouse and delivery units are primed to handle large order volumes and tight delivery timelines. In moments of adversity, Ms Wang makes it a point to prioritise essential tasks and to always put herself in the shoes of the customers she serves. 

ON-THE-GROUND RESPONSIVENESS

Following the meticulous sorting process, the drivers step into action. Mr Mohamad Shahid, a delivery team supervisor at Shopee Xpress, works with pick-up and delivery units to understand their needs and address any challenges they encounter.

Each driver usually handles 60 to 90 packages each trip. In cases where the number of packages becomes overwhelming, an additional trip is necessary to accommodate the volume.

As a supervisor, Mr Shahid remains vigilant in identifying potential challenges faced by the pick-up and delivery teams. He constantly communicates with them to adapt processes if there is a surge in orders – which is common during major sale events. 

He said: “To deliver a pleasant experience to our customers, I believe continuous improvement is key. I am grateful to have good teammates whom I can work with to overcome obstacles together, as well as understanding superiors who are happy to step in and support us when needed.”

DELIVERY WITH A HUMAN TOUCH

Delivery riders and walkers play a crucial role in completing the final leg of the delivery process. 

For Ms Joey Lin, a part-time Shopee Xpress walker, delivering packages extends beyond mere package drop-offs. Her interaction with customers might be brief, but she often goes the extra mile to hand them their packages personally. If a customer is not home, she prefers to wait or make another trip to deliver the package.

Every morning, she meets with a Shopee Xpress delivery driver to collect parcels and sorts them out at the void deck before embarking on her deliveries, which occasionally span the entire day.

Sometimes, curious residents approach Ms Lin to ask if she had received permission to process packages there. Ms Lin would patiently explain that certain void deck areas in housing estates have received approval from the town council for package sorting. After this clarification, most residents become more understanding and receptive to the situation. 

The homemaker took on this role to remain active, as she often saw other delivery walkers around her neighbourhood. “Since becoming one myself, I have gotten more exercise and my fitness has improved,” said Ms Lin.

She is assigned to a specific neighbourhood, where she covers nine blocks. In the one year that she has been with Shopee, she has become better acquainted with the surroundings and the community. Some regular customers now engage in conversation with her while receiving their items and have offered her beverages and snacks as a gesture of appreciation.

For Ms Lin, a simple smile or ‘thank you’ from customers makes her happy and motivates her to work harder. 

“Some people may think that delivery staff don’t care about customers’ packages or just want to complete deliveries quickly. For me, building relationships with customers is very important. I enjoy chatting with customers and I treat their parcels with the same care as I would my own belongings,” she said.

SELF-COLLECTION OFFERS YET MORE CONVENIENCE

To enhance customer convenience, Shopee Xpress introduced a parcel self-collection service in January last year. This service provides customers with the option to retrieve their packages from designated collection points or Pick self-collection lockers. 

Presently, there are a total of 600 collection points spread across the island, encompassing diverse establishments such as convenience stores, mini-markets, mobile phone shops, eyewear stores, and shops within malls. Customers can retrieve their packages for free at these collection points, with no minimum spending requirement. Furthermore, there are 1,000 self-collection lockers available, mostly located around housing estates.

One Shopee Xpress collection point is Rex Music and Colour Service, nestled within the heartlands of Eunos.

The shop’s owner, Mr Chan Yong Chow, shared: “Our already sluggish business had worsened during the pandemic. But after becoming a collection point, many people who live or work nearby discovered our shop and the services we provide such as copying or printing documents, when they dropped by to retrieve their packages. The shop is also more active and lively.”

Show your Shopee delivery driver, walker or collection points some appreciation when they deliver your packages from the 6.6 – 7.7 Great Shopee Sale.

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