Shipper Support Management

1 week ago

Subang Jaya, Selangor, Malaysia Ninja Van Full time

Job Responsibility:
-:

-
1.Customer Support

  • 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).
  • Firstlevel troubleshooting of issues due to system sync or incorrect information uploaded into systems.
  • Update to senior assigned 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.
- **Key Account Management Support**:
  • Assist KAM Head to check on the following tasks:
  • Is the order ready to be processed in the system (WMS / daily KAM-Ops sheet, i.e. is there sufficient stock?
  • Is the order complete and out of the warehouse, i.e. is the order handed over to the delivery partner with a signed Dispatch Note?
  • Checking of daily processing of orders within the specified duration in order to maintain SLAs, and escalating when a customer's
  • SLA has crossed a reasonable threshold.
  • Generate adhoc reports required for Customer Service function, e.g. problem order reports.
  • Process exceptional orders using the agreed SOP with customers and Ops teams.
- **Key Account Management & Operations Daily Cadence**:
_ Inbound_

  • Check with Ops team on the inbound arrival status and compile copies of the signed physical goods receipt note
  • Check with Ops team for inbound orders with issues, e.g. UPC or SKU code wrong, items with damaged conditions, missing/excess items through reviewing the Inbound Discrepancy report
  • Check with Ops team if any shipment arrived without an Inbound Order created in the system and followup with the customer on the creation of this order

_ Inventory_

  • Check with Ops team on the status of all inventories related activities/issues, e.g. replenishment frequency, OOS items, missing/damaged stocks through reviewing the Stock Count and Stock Adjustment reports

_ Returns_

  • Follow up on return orders received in warehouse and order processing
  • Ensure that returns orders are processed by Ops team in accordance with SOPs shared with clients

_ Aftersales_

  • Check with Ops team on any aftersales issues, through reviewing the issue report

- **Aftersales Resolution**:
  • 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.

- **•Business Operations*
  • 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 Requirement:

  • Degree from reputable university.

years of relevant experience, including client-facing roles in customer service, account management, customer success and experience in business operations.


  • Exposure to the ecommerce, logistics or supply chain industries would be advantageous but not essential.
  • Able to communicate solutions and to understand issues from customers well
  • Logical, structured thought process and analytical approach to problemsolving.
  • Advanced proficiency in Google Suites, Microsoft Excel and Powerpoint, comfortable working with large data sets.
  • Excellent communication skills in English (both verbal and written).

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