Regional Senior Customer Service Associate, Cross Border (Sea Freight)
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Job Location:
Subang Jaya - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 regions largest and fastest growing last-mile logistics company partnering with over 35000 merchants and delivering more than 1000 parcels every minute across six countries.
Summary of the position: -
- The Cross Border Team is split into 3 main teams Commercial Logistics and Business Operations.
- This role lies within the Logistics Vertical in the Cross Border team in particular looking after the Sea Freight/Trucking operations. The Cross Border Logistics teams objective is to build competitive logistics products and customized solutions to support various sales channels in winning deals and growing the business. As a local member of the Cross Border Logistics team the incumbent will be working closely with Regional Senior Operations Cross border (Sea) Team and with our Sea Freight and Trucking logistics team for the sales channels. Aside the incumbent requires to manage comms with vendors SLAs of product under care to ensure the products adhere to committed Service level agreements and ongoing Operational recovery.
- Monitor movement of ongoing shipments in each milestones/lanes Preparing documentation for new lanes (receiving recovery BAU milestones) for new products/services Managing and monitoring approved vendor performance and resolve daily operation issues Maintain a good working relationship with internal and external stakeholders. Be the subject matter expert for the export regulations and operations Ensure Vendor execution on instructions (consolidation/ vendor receiving/ destination addresses) Execute Freight Scheduling and communicate with vendors Perform vendor invoice validation in accordance with XBs consumption data and vendors update Ensure that vendors compensation for losses/ damaged items are credited back to NV This role exists with a main objective of bridging the gap between the regional team and the local operations to ensure operational stability and scalability.
- The role is expected to work with various stakeholders from local operations team to both local and regional commercial teams in ensuring a balance between the commercial needs and operational constraints.
Job Responsibility:
- Serve as the main point of contact for customers regarding sea freight & cross-border trucking shipments.
- Execute monitor & coordinate day-to-day operationpromptly including Haulage arrangement Fumigation VAS service if any
- Provide customers with accurate and up-to-dateinformation on shipment status schedules and documentation requirements.
- Respond to customer inquiries via phone email or in-person in a timely and professional manner.
- Coordinate with internal departments (e.g. Solution Sales and finance) to ensure smooth execution of orders.
- Update FMS system timely
- Validate supplier/agent invoice and submit to fin opstimely
- Build and maintain strong relationships with customers to encourage repeat business.
- Handle escalated customer complaints and complex issues providing effective and timely resolutions.
- Ensure all necessary documentation (e.g. bills of lading customs forms ISF Filing AMS Filing Shipping note booking confirmation) is completed accurately and submitted on time.
- Ensure all shipments comply with destination import and export regulations and company and
- improve the overall customer service process to enhance efficiency and customer satisfaction.
- Provide feedback to management on ways to improve customer service processes and procedures.
- Provide training and development programs to enhance skills and knowledge.
- Handle escalated customer complaints and complexissues providing effective and timely resolutions.
- Work closely with other departments (e.g. operations logistics finance) to resolve any shipment-related problems.
- Implement corrective actions to prevent recurring issues
- Responsible for collating and presenting weekly/monthly performances on SLA adherence/Compliance/Billing accuracy to stakeholders
- Responsible for deliverable monthly Sea Freight &Trucking performance deck at lane level
- Prepare and analyze reports on customer service performance shipment status and customer feedback.
Job Requirement:
- 2-3 years in customer service experience in freight forwarding specialize in Seafreight
- Bachelors Degree in any related field
- Customer-focused with a commitment to delivering high-quality service.
- Detail-oriented with strong organizational and analytical skills.
- Proactive and self-motivated with a strategic mindset.
- English and Mandarin. Proficiency in any other ASEAN languages is a plus.
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Required Experience:
Senior IC
About Company
Ninja Van is Southeast Asia’s leading logistics provider, with the highest service coverage over 6 countries in the region. Experience the joy of hassle-free deliveries by shipping with Ninja Van today.
