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 Responsibility: -
Act as the primary point of contact for assigned shippers regarding daily operations, service issues, and inquiries.Manage and resolve escalations related to shipment delays, exceptions, or disputes efficiently and professionally.Work closely with internal teams (e.g., operations, billing, customer service) to troubleshoot and resolve shipper issues.Regularly analyze shipment performance and provide insights and recommendations for service improvement.Prepare and deliver performance reports and present to reporting team leader / managersAssist Key Account Managers in preparing for business reviews, presentations, and performance analysis.Support KAMs in tracking account progress, identifying trends, and implementing service improvements.Coordinate follow-ups and action plans based on KAM meetings and client feedback.Assist in ensuring SLA/KPI commitments are met and flagged when at risk.Help gather and validate data required for KAM’s commercial discussions or negotiations.
Key Accountabilities:
Sub Shipper SLA Adherence RateMonitor daily performance dashboards and sub shipper metricsCoordinate with all related teams for service disruptionsFollow up proactively with sub shippers or internal department whenever at risk of breaching SLAsProvide weekly reports and highlight trends to reporting manager and internal stakeholders
Issue Resolution Turnaround TimeTrack and manage incoming issues via ticketing tools or emailCoordinate with internal departments (Ops, Finance, Tech, etc.) to close issuesProvide timely updates to sub shippers and maintain clear communication
Sub Shipper Retention & Activity RateMonitor shipping volume trends and flag low-performing sub shippersConduct regular check-ins to understand shipper needs and concerns
Ad Hoc Task Completion & Stakeholder EngagementSupport manager on urgent data requests, reports, or SOP rolloutsParticipate in cross-functional projects or process improvementsAttend internal alignment meetings and share updatesEngage stakeholders with clear communication and follow-throughJob Requirement :
At least 2 years of working experience in logistics or e-commerce industry is preferred for this position.Preferably Junior or Senior Executives specialising in Sales and Key Account Management - Corporate or equivalent.Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisationAbility to multitask and manage more than one client accountIn-depth understanding of company key clients and their position in the industryAble to analyse data regarding operations performance - knowledge of producing performance reporting is a mustAble to multitask, prioritise, and manage time efficientlyProven results of delivering client solutions and meeting revenue goalsProfessional fluency in English and Bahasa Malaysia (Mandarin will be an advantage but not a must)Competency in Microsoft Office Suite, with emphasis on superior Excel skills.Submit a job application
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