Shipper Support Management

2 weeks ago

Subang Jaya, 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).
- First-level 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.
- **
2.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 ad-hoc reports required for Customer Service function, e.g. problem order reports.
- Process exceptional orders using the agreed SOP with customers and Ops teams.
- **
3.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 follow-up 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
- **
4. 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.
- **
5.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.
- 1 - 2 years of relevant experience, including client-facing roles in customer service, account management, customer success and experience in business operations.
- Exposure to the e-commerce, 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 problem-solving.
- Advanced proficiency in Google Suites, Microsoft Excel and Powerpoint, comfortable working with large data sets.
- Excellent communication skills in English (both verbal and written).

  • Manager, Shipper Support

    4 days 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...

  • Agent, Shipper Support

    1 week ago

    Subang Jaya, Selangor, 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...

  • Manager, Shipper Support

    1 week ago

    Subang Jaya, Selangor, 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...

  • Agent, Shipper Support

    1 week 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...

  • Lead, Marketing

    4 weeks 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...

  • 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...

  • Technical Project Manager

    4 weeks 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...

  • Technical Project Manager

    2 days 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...

  • Sales Support Logistic Executive

    1 week ago

    Subang Jaya, Selangor, Malaysia Agensi Pekerjaan My Recruit Direct Sdn Bhd Full time

    Coordinate for process daily order received from sales Liaise with forwarders and shipping agents for import shipment and coordinate with shipper for shipment arrangement Support for Issuance of Purchase Order to factory for new order Responsible for all the reports submission upon monthly closing completed Support to ensure all sales and import...

  • Technical Project Manager

    1 week ago

    Subang Jaya, Selangor, 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...

  • Operator & Customer Service Executive

    2 weeks ago

    Subang Jaya, Malaysia Worldwide Logistics Marine (M) Sdn Bhd Full time

    **Work Location** Worldwide Logistics Marine (M) Sdn Bhd D3A-02, Skypark One City, Jalan USJ 25/1, 47650 Subang Jaya, Selangor, Malaysia. **Responsibilities**: **Export** - Guide shipper for the requirement from customer to ensure shipper properly - follow customer expectation - Communicate with shipper for booking and request to customer for...

  • Executive - Client Success Management (Support)

    3 weeks 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...

  • Technical Support Intern, Digital Services

    2 weeks 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...

  • Executive - Client Success Management (Support)

    1 week ago

    Subang Jaya, Selangor, 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...

  • Intern, Finance

    2 weeks 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...

  • Sales Support Logistic Executive

    2 months ago

    Petaling Jaya, Malaysia Agensi Pekerjaan My Recruit Direct Sdn Bhd Full time

    Coordinate for process daily order received from sales - Liaise with forwarders and shipping agents for import shipment and coordinate with shipper for shipment arrangement - Support for Issuance of Purchase Order to factory for new order - Responsible for all the reports submission upon monthly closing completed - Support to ensure all sales and import...

  • Country Product Manager, Malaysia

    3 days ago

    Subang Jaya, Malaysia Ninja Van Full time

    Ninja Van is a late-stage logtech startup that is disrupting a massive industry with innovation and cutting edge technology. Launched 2014 in Singapore, we have grown rapidly to become one of Southeast Asia's largest and fastest-growing express logistics companies. Since our inception, we’ve delivered to 100 million different customers across the region...

  • IT Support Manager

    1 week ago

    Subang Jaya, Selangor, Malaysia Upscale Sdn Bhd Full time

    Summary:We are seeking a highly motivated and experienced IT Support Manager to lead and coach a team of security engineers in supporting security operations and IT infrastructure, including clouds. As an IT Support Manager, you will be responsible for the day-to-day operations of the IT support team, ensuring that they are providing high-quality support to...

  • Operation Executive

    3 weeks ago

    Subang Jaya, Malaysia Bollore Logistics Asia Pacific Full time

    Coordinate all activities in regards to sea export or import and/or air export or import for assigned customer. Operation Process - Open job file. - Prepare shipping instruction based on customer’s instruction. - Prepare documentation by entering data into Pegasus system. - Prepare certificates as per shipper’s request. - Arrange for fumigation and...

  • [fmcg] Key Account Management

    2 weeks 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...