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 Description• Independently engage with clients using Ninja Van services/platform.
• Assist clients with issues such as uploading orders, first mile & last mile matters, dispute issues, client complaints, etc., as well as perform other administrative duties to coordinate shipping activities.
• Prepare and communicate accurate shipping numbers of shipper parcels daily inbound, using data from multiple sources.
• Prepare relevant/necessary reports for shipper or meeting usage.
• Provide data analysis to improve client performance.
• Handle routine questions from clients to perform basic troubleshooting, and actively communicate and coordinate with internal departments to identify and resolve admin and operational challenges.
• Proactively propose structural changes or new solutions to streamline existing processes to increase operational efficiency and client retention.
• Maintain open communication with all stakeholders, internal and external, across different geographies throughout the onboarding, shipping, and delivery cycle.
Key Result AreasRetain existing Cross Border shippers
Development and promotion of knowledge, skills, and abilities
Best quality in Cross Border operations
Major ActivitiesRespond and support shipper inquiries to increase shipper satisfaction level
Complete training performed by KAM
Able to apply knowledge and skills from training
Ensure all reports are delivered within agreed SLA
Outcome/DeliverablesShipper PSAT score hits more than 70%
Retain >80% cross border shipper volume
More than 77% complete scheduled training
More than 75% passing score from training quiz required
No backlog from daily tasks in terms of generating and flagging out daily reports to shippers.
Requirements• Fresh graduates with good academic results and co-curricular records welcomed.
• Previous internship or experience in logistics or 3PL management or similar activities is advantageous.
• Proficient in written and spoken English and Bahasa. Additional languages such as Mandarin will be advantageous.
Personal Characteristics & Behaviors• Able to work independently and is a team player, with excellent interpersonal skills.
• Detail-oriented, with excellent organisational skills and a strong sense of job ownership.
• Adaptable, proactive, and possesses a positive attitude and work ethics.
• Able to multi-task and is results-driven.
• Flexible with working hours to meet deadlines for tasks, projects, and client inquiries.
• High conscientiousness, client-centricity, and good communication skills.
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