Penalty & SLA Compliance Specialist - Bilingual (Mandarin & English)

About the Role 

The KA Penalty & SLA Compliance Specialist is responsible for managing, auditing, and mitigating key account penalties while enforcing operational liability and partner compliance. This role focuses on safeguarding UniUni against improper client fines, conducting root-cause analysis on SLA breaches, attributing operational liability across internal teams, and enforcing contractual penalties on external service providers to minimize financial loss and maintain fulfillment compliance.

Responsibilities 

• Client Fine Audit & Dispute Management: Audit and verify client-issued penalty invoices against contractual terms and Service Level Agreements (SLAs). Initiate timely appeals against unjustified or out-of-scope fines to prevent non-compliant financial losses.
• Fine Reduction & Root Cause Analysis: Analyze penalty data to pinpoint underlying operational bottlenecks across the fulfillment lifecycle. Drive central and regional operations teams to execute corrective action plans, validate outcomes, and continuously lower the average fine per package.
• Internal Arbitration & Liability Attribution: Arbitrate delayed, lost, or damaged parcel incidents in strict accordance with standard operating procedures (SOPs). Deconstruct operational failures, assign liability to the responsible operational node or team, and enforce corresponding internal penalties.
• Vendor & Partner Penalty Enforcement: Assess and enforce contractual penalties on external service providers (e.g., linehaul carriers, 3PL warehouses, last-mile contractors) for vendor-caused operational anomalies or service breaches to ensure loss recovery.

Qualifications 

• Education: Bachelor’s degree or above in Business, Supply Chain, Logistics, Finance, Data Analysis, or related fields.
• Experience: 1–3 years of experience in penalty management, SLA compliance, billing audit, dispute/claims resolution, or logistics operations preferred.
• Data & Analytical Skills: Strong analytical and data reconciliation capabilities with proficiency in Excel, Google Sheets, Tableau, or Power BI; knowledge of SQL or Python is an asset.
• Language & Communication: Exceptional communication, negotiation, and coordination abilities in both English and Mandarin to handle cross-functional arbitration and client/vendor disputes effectively.
• Work Style & Mindset: Meticulous, highly organized, and detail-oriented with strong contract and risk awareness; capable of managing multiple dispute cases in a fast-paced environment.
• System & Process Knowledge: Familiarity with last-mile delivery processes, contractual SLA terms, and TMS/WMS systems or billing platforms is a plus.
• Language: Mandarin and English are required.

Who Are We?

UniUni is a Canadian last-mile e-commerce logistics company and one of the fastest-growing in North America. By integrating advanced technology with efficient delivery solutions, UniUni enables businesses to provide a superior online shopping experience with exceptional reliability and customer satisfaction. Serving a wide range of clients—from emerging e-commerce platforms to established global retailers—UniUni continues to set new standards for speed, quality, and service excellence.