Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

The Logistic+ division comprises some of the most exciting and enterprising teams at Ninja Van. Building on Ninja Van’s existing capabilities, we experiment with new ideas to develop innovative products and services that enhance our core business and help us serve our clients, partners and end-customers better. This role will be housed under our Fulfilment business unit, providing warehousing and inventory management services to our customers.

The Key Account Management (KAM) Assistant Manager, Fulfilment will be responsible for all KAM / business operations activities, including making decisions within agreed upon frameworks and surfacing / proposing solutions to issues relating to all fulfilment customers while reporting to the Head of Fulfilment, Singapore who oversees the business. The incumbent will oversee all onboarded customers, which represent 80-90% of revenue for the business on a recurring basis. The KAM Assistant Manager will also be in charge of integrations related to onboarding the shipper, driving retention and wallet share growth, and billing / end to end finance issue resolution. The KPIs for this role will be focused on retention and customer satisfaction metrics.

Responsibilities

Own and manage rapport with existing clients from onboarding, training, and build customer trust towards Fulfillment service.
Focal contact for day-to-day operations and manage change requests raised by assigned accounts.
Main customer support for existing operational and system enquiries.
Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
Maintain existing customer success metrics, documentation and data.
Independently prepare, draft and review presentations with customers.
Work closely on contract negotiation and engagements between clients and legal team.
Handle inquiries and perform related duties including ad hoc and fulfillment related tasks as assigned.
Provide technical fulfillment expertise for incoming, onboarding and existing customers.
Create customer retention using value proposition and continuous improvement

Requirements

Minimally 5 years of extensive experience in business development, account management or customer success experience in the eCommerce logistics market
Experience in 3PL logistics business development, particularly logistics and/or ecommerce
Track record on delivering customer satisfaction, with strong existing working relationships with clients
Strategic, innovative, and creative personality with a strong business acumen
A passion for working in and managing a fast-paced, collaborative environment
Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks
Proficiency in Microsoft Office (Word, PowerPoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms)

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