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.
About the unit
Restock Operations Unit caters to the new service of the Company, Ninja Restock, which is a business-to-business (B2B) service that enables brands and businesses to distribute supplies seamlessly to their locations and branches.
As an Account Executive, your core focus revolves around motivation and customer orientation. Your primary duty involves fostering enduring relationships with our current clients, ensuring not only that their needs are fulfilled but also surpassed. Additionally, you'll be responsible for addressing and resolving any concerns raised by shippers. This entails elucidating their complaints, pinpointing the root cause of issues, presenting optimal solutions, facilitating prompt corrections or adjustments, and diligently following up to guarantee resolution. Essential attributes for success in this role include a profound comprehension of logistics operations, exceptional communication prowess, and an unwavering commitment to delivering exceptional value to our clients.
Job Responsibilities:
- Serve as the secondary point of contact for assigned clients, when needed to support the needs of their Partner Account Managers.
- Conduct regular check-ins with Restock Account Managers to understand their evolving needs, preferences, and challenges to provide support with Restock clients.
- Issue Resolution and Escalation:
- Act as a liaison between clients and internal teams to address and resolve any issues or discrepancies.
- Investigate client complaints or concerns, identifying root causes and implementing corrective actions to prevent recurrence.
Account Maintenance and Growth:
- Maintain accurate records of client interactions, transactions, and service agreements using CRM software.
- Collaborate with other operational and commercial teams to provide request of
- Restock Clients
- Ensures that processes are followed - but also look into improving these processes --
- not just for Restock but for Ninja Van as a whole.
Main Duties
- Effective communication lines between sales, operations and shipper teams
- Timely onboarding process
- Monitor Restock Operations Performance and conduct business reviews with clients to keep business engagement
- Timely delivery of committed output in partnership with AM
- Understand trends and drivers of department performance on a daily, weekly or monthly view.
- Provide necessary information or reports for clients
- Verifying accuracy of billing
- Monitoring of payment posting
