Manager, Shipper Support

5 months ago

Subang Jaya, Malaysia Ninja Van Full time

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**:

- Lead and manage a team of agents, providing guidance, coaching, and support to ensure high performance and motivation
- Monitor team performance against KPIs and targets, taking any corrective actions as required
- To develop specific KPIs to measure and monitor agents’ productivity and performance
- Prepare and present regular reports on team performance, highlighting key metrics and areas for improvement
- Conduct team huddles to gather feedback and improve productivity
- Continuously review and improve support processes and procedures to enhance efficiency and effectiveness
- Implement and enforce team policies, procedures, and protocols to ensure compliance and consistency
- To represent the team and participate in meetings, projects, and initiatives to support organisational goals and objectives
- Lead continuous improvement initiatives within the department to enhance operational efficiency and service quality
- Monitor productivity and bandwidth of each team closely, ensuring it is at optimal level
- Monitor peak and off-peak backlogs and ensure backlogs are kept to minimum
- Cascade changes in processes and information to agents in a timely manner
- Implement strategies to increase shipper retention and loyalty
- Stay updated on emerging trends and technologies in customer service and incorporate them into improvement initiatives
- Act as the project manager for any project/initiatives that involves a product or process change to the entire business.
- Regularly communicate progress and results of continuous improvement projects to senior management
- Maintain a positive and supportive work environment
- Foster a culture of innovation and continuous learning
- Identify key priorities and initiatives to support the team's growth and development
- Collaborate with senior management to define long-term goals and objectives for the customer service department
- Communicate the strategic vision and objectives to team members to ensure alignment and engagement
- Provide mentorship and coaching to team members to support their career advancement and personal growth
- Conduct 1 on 1 sessions with agents where necessary to ensure morale and as a check in on productivity
- Conduct performance appraisal of all agents
- Collaborate with other departments to address shipper issues and improve processes and procedures.
- To conduct recruitment and selection of new staff as the final interviewer.

**Requirements**:

- At least 2 years of managerial or team leader position.
- Prior experience in a client facing role or commercial role required
- Intermediate excel skills required
- Conflict Management
- Customer Management
- Strategic Service Excellent
- Strategic Implementation
- Public Relation Management
- Excellent communication and interpersonal abilities
- Flexibility to adapt to changing priorities and requirements
- Analytical and problem-solving skills
- Ability to multitask and prioritize in a fast-paced environment
- Skills To Develop People
- Data Analytics
- Demonstrated ability to drive continuous improvement in customer service processes and procedures
- Excellent English communication skills, Malay and Mandarin chinese will be an added advantage

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