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. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.
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 Shipper Account Executive Analyst role is to actively manage and resolve shipper issues by clarifying the shipper's complaint, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
The role will also function as the second level of contact on any Shipper issues or escalations involving issues or concerns beyond their area of responsibility or expertise or should the first point of contact cannot be reached.
Main Duties
Provides support and mentorship to the Shipper Account Executive on their scope of workResolve shipper issues by clarifying the shipper's complaint, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolutionPrepares analysis on shipper's shipments and issue resolution report from last meeting for discussionSubject matter expert in Ninja Van’s Shipper Programmes such as loyalty, referral and ad hoc sales promotionsSubject matter expert in Operational flows and issue handlingEnsures that processes are followed - but also look into improving these processes -- not just for shipper operations but for Ninja Van as a whole.Monitor shipper satisfaction and service quality throughout shipper journeyBuilds familiarity in all aspects of operations and the overall parcel journey to easily identify causes of service failures, claims, delays, etc.Prepare relevant/necessary reports for shipper and internal management reviewPro-actively propose changes or new solutions to streamline existing processes to increase operation efficiency & shipper retentionMaintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycleMitigates the problem internally and externally prior it reaching the managerOther tasks that may be assigned by the Deputy Head of Shipper Account Management and Head of Shipper Operations.
Qualifications
Bachelor’s degree in marketing, communications, business administration, or related field (with a proven track record of success)2 to 3 years of supervisory, and data analysis and sales operations experienceProven track record in managing team of minimum 5 customer support executivesProficient in handling spreadsheets (Google Sheets or Microsoft Excel)A thorough knowledge of the services of Ninja VanStrong administrative skillsComputer literacy in order to type up reports, results and details of customer interactionAble to work on arranged shift scheduleExcellent verbal and written communication skillsAbility to maintain calm under pressureAbility to problem solveAbility to collaborate across functionsEfficiency and organisational skills
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