Junior Executive, Shipper Support Management
Job Summary
Job Description
Ninja Van is a tech-enabled logistics company providing hassle-free delivery services across Southeast Asia. They are seeking a Junior Executive, Shipper Support Management to act as the primary point of contact for assigned shippers, managing daily operations, service issues, and inquiries. The role involves resolving escalations related to shipment delays and disputes, collaborating with internal teams to troubleshoot issues, and analyzing shipment performance to provide insights for service improvement. The position also requires preparing performance reports, assisting Key Account Managers with business reviews and presentations, and supporting the tracking of account progress and implementation of service improvements. The ideal candidate will ensure Service Level Agreement (SLA)/Key Performance Indicator (KPI) commitments are met and flagged when at risk.
Must have:
- Act as the primary point of contact for assigned shippers.
- Manage and resolve shipment escalations.
- Collaborate with internal teams to resolve shipper issues.
- Analyze shipment performance and provide insights.
- Prepare and deliver performance reports.
- Assist Key Account Managers with reviews and analysis.
- Ensure SLA/KPI commitments are met.
- Monitor daily performance dashboards.
- Track and manage incoming issues.
- Monitor shipping volume trends.
- Support manager on data requests and reports.
- Participate in cross-functional projects.
- Demonstrated ability to communicate effectively.
- Ability to multitask and manage client accounts.
- In-depth understanding of company key clients.
- Able to analyze operations performance data.
- Proven results in delivering client solutions.
- Professional fluency in English and Bahasa Malaysia.
- Competency in Microsoft Office Suite, especially Excel.
Good to have:
- Mandarin will be an advantage.
8 skills required
Job Details
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 Responsibility: -
- Act as the primary point of contact for assigned shippers regarding daily operations, service issues, and inquiries.
- Manage and resolve escalations related to shipment delays, exceptions, or disputes efficiently and professionally.
- Work closely with internal teams (e.g., operations, billing, customer service) to troubleshoot and resolve shipper issues.
- Regularly analyze shipment performance and provide insights and recommendations for service improvement.
- Prepare and deliver performance reports and present to reporting team leader / managers
- Assist Key Account Managers in preparing for business reviews, presentations, and performance analysis.
- Support KAMs in tracking account progress, identifying trends, and implementing service improvements.
- Coordinate follow-ups and action plans based on KAM meetings and client feedback.
- Assist in ensuring SLA/KPI commitments are met and flagged when at risk.
- Help gather and validate data required for KAM’s commercial discussions or negotiations.
Key Accountabilities:
- Sub Shipper SLA Adherence Rate
- Monitor daily performance dashboards and sub shipper metrics
- Coordinate with all related teams for service disruptions
- Follow up proactively with sub shippers or internal department whenever at risk of breaching SLAs
- Provide weekly reports and highlight trends to reporting manager and internal stakeholders
- Issue Resolution Turnaround Time
- Track and manage incoming issues via ticketing tools or email
- Coordinate with internal departments (Ops, Finance, Tech, etc.) to close issues
- Provide timely updates to sub shippers and maintain clear communication
- Sub Shipper Retention & Activity Rate
- Monitor shipping volume trends and flag low-performing sub shippers
- Conduct regular check-ins to understand shipper needs and concerns
- Ad Hoc Task Completion & Stakeholder Engagement
- Support manager on urgent data requests, reports, or SOP rollouts
- Participate in cross-functional projects or process improvements
- Attend internal alignment meetings and share updates
- Engage stakeholders with clear communication and follow-through
Job Requirement :
- At least 2 years of working experience in logistics or e-commerce industry is preferred for this position.
- Preferably Junior or Senior Executives specialising in Sales and Key Account Management - Corporate or equivalent.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation
- Ability to multitask and manage more than one client account
- In-depth understanding of company key clients and their position in the industry
- Able to analyse data regarding operations performance - knowledge of producing performance reporting is a must
- Able to multitask, prioritise, and manage time efficiently
- Proven results of delivering client solutions and meeting revenue goals
- Professional fluency in English and Bahasa Malaysia (Mandarin will be an advantage but not a must)
- Competency in Microsoft Office Suite, with emphasis on superior Excel skills.
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