Client Success 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 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.

**Customer Management**:

- Independently engaged with clients that using Ninjavan services/platform
- Assist clients with issues such as uploading orders, 1st mile & Last mile matters, dispute issues, client complaints etc as well as other administrative duties to coordinate shipping activities.
- Prepare and communicate accurate shipping, numbers of shipper parcel daily inbound, using data from multiple sources.
- Monitor shipper satisfaction and service quality throughout and prepare relevant/necessary reports for management
- Provide data analysis to improve client performances.
- Handle routine questions from clients to perform full level of troubleshooting, in addition actively communicate and coordinate with internal departments to identify and resolve admin, operations, IT and finance challenges
- Pro-actively propose structural changes or new solutions to streamline existing processes to increase operation efficiency & client's retention.
- Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the onboarding, shipping and delivery cycle

**Stakeholder Management**:

- Ensure co-operation with other members of the sales team and throughout the sales force.
- Ensure all customer agreements are cost sensitive so as to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff require management’s agreement and justifications.
- Meet regularly with the Marketing and Sales management to evaluate the personal sales plan/strategy.

**Reporting**:

- Build a strong client relationship to ensure accounts perform and grow to their maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
- Implement and execute after sales activities to achieve target budgets and maximise growth within the existing customer base
- Conduct presentations of business review
- Continually develop knowledge of products/services and general commercial awareness in order to provide the best possible solutions for customers.
- Adhere to regional standard profit margins and discount guidelines and account receivables
- Maintain customer business information, and update business activities in CRM system

**Requirements**:

- Bachelor’s Degree
- Data Analytics competencies
- Minimum 3 years Client success experience
- Preferred someone from ecommerce background or logistics background.
- Excellent communication skills, spoken and written
- Fluent in Bahasa Malaysia and English.
- Customer Orientation
- Planning and Organising Decision Making
- Influencing in Business
- Dependability
- Adaptability
- Commitment to quality
- Team work

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