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Executive, B2B (Client Support Management)

NinjaVan

NinjaVan

Customer Service
Shah Alam, Selangor, Malaysia
Posted on Friday, February 23, 2024
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.

JOB RESPONSIBILITIES

  • Independently engaged with clients that using Ninjavan services/platform
  • Assist clients with issues such as uploading orders, 1st mile & Last mile matters, dispute issues, client complaints etc as well as other administrative duties to coordinate shipping activities.
  • Prepare and communicate accurate shipping, numbers of shipper parcel daily inbound, using data from multiple sources.
  • Monitor shipper satisfaction and service quality throughout and prepare relevant/necessary reports for management
  • Provide data analysis to improve client performances.
  • Handle routine questions from clients to perform full level of troubleshooting, in addition actively communicate and coordinate with internal departments to identify and resolve admin, operations, IT and finance challenges
  • Pro-actively propose structural changes or new solutions to streamline existing processes to increase operation efficiency & client's retention
  • Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle.
  • Maintaining relationships with existing clients by providing information, solutions and excellent customer service
  • Responding to sales inquiries from new and existing customers.
  • Analyse, monitor, and report seller’s performance using operational metrics
  • Proactively flag out non-performing sellers and put up an improvement plan for them
  • Identify and report current and potential issues faced by sellers due to operational issue / shipper issue
  • Visiting sellers in their offices/warehouses to understand their process flow
  • Solving operational issues faced by sellers on a day to day basis

JOB REQUIREMENTS

  • Fresh graduates with good academic results and co-curricular record welcomed
  • Previous experience in logistics or 3PL management or similar activities advantageous
  • Proficient in written and spoken English and Bahasa. Additional languages such as Mandarin will be advantageous.
  • Strong Excel/data analysis and management skills - ideal candidate will be able to showcase demonstrated competence in this area with structured thinking
  • Able to work independently, and is a team player, with excellent interpersonal skills
  • Detail-oriented, with excellent organizational skills and a strong sense of job ownership
  • Adaptable, proactive, and possess a positive attitude and work ethics.
  • Able to multi-task and is results-driven.
  • Flexible with working hours to meet deadlines for tasks, projects & client inquiry.
  • High conscientiousness, client-centricity, and good communication skills
  • Possess own transport / willing to travel
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