Executive, Fulfilment (Shipper Support)

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:
• End-to-end account management of accounts from onboarding, daily account servicing, service recovery, billing and claims, account and revenue growth, and contract renewal as primary account managers.
• Support management of strategic key accounts by leveraging expertise on operational, order processing, customer success and system-related matters.
• Partner key stakeholders, including the operations team, in building and implementing solutions to ensure a high level of service and client satisfaction.
• First level of direct support to customers to uphold customer service quality and satisfaction.
• Update on customer enquiries on order status throughout the fulfilment order cycle (from marketplace to physical handover to 3PL).
• First-level troubleshooting of issues due to system sync or incorrect information uploaded into systems.
• Update Head of Department/Manager on customer enquiries that require advanced troubleshooting or customer escalations on critical issues.
• Sending of daily performance report (covering the following aspects of inbound, inventory and outbound orders) to customers.
• Generate ad-hoc reports required for KAM function, e.g. problem order reports.
• Process exceptional orders using the agreed SOP with customers and Ops teams.
• Investigate on customer issues on aftersales e.g items disputed by the customer with corresponding photo evidence, and review internal system data, e.g. obtain photo proof.
• Daily check for aftersales related issues and make arrangements for next steps, i.e. coordinating with the customer to arrange for pickup of wrong order sent and fulfilment of replacement order.
• Update customer on update or next steps through relevant sheets shared with customers.
• Prepare customer required information to support onboarding of new customers, e.g. business information, volume forecast, product master, etc.
• Prepare monthly customer data through downloading reports to be used for monthly billing.

Job Requirements:
• 2 - 4 years of relevant experience preferred, including client-facing roles in account management, customer success and experience in business operations, process building and data-centred roles.
• Exposure to the E-commerce, Logistics or Supply Chain industries would be advantageous but not essential.
• Logical, structured thought process and analytical approach to problem-solving.
• Advanced proficiency in Excel and Powerpoint, comfortable working with large data sets.
• Degree from reputable university
• Core Competencies in Account Management, Performance Reporting, Project Management, and Interpersonal Skills
• Excellent communication skills in English (both verbal and written)

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