Subang Jaya Jobs Shipper Support Associate (fulfilment) Position at NINJA LOGISTICS SDN. BHD.

Image NINJA LOGISTICS SDN. BHD.
  • Job vacancies posted on: 12 months ago

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We are currently looking for adequate candidates to fill the position of Shipper Support Associate (Fulfilment). For candidates who reside in Subang Jaya and its surrounding areas, we are looking forward to hearing from you to join our team at NINJA LOGISTICS SDN. BHD. and willing to work in our office under full time working hours system.

We have specific requirements for each of our employees as well as potential workers because we are a professional and knowledgeable business in the field we work in. We look forward to hearing from you soon if you have expertise in the fields of Services & Customer Service with a minimum Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma & Professional Degree.

We can give you a fairly competitive salary in the amount of RM 2,500 - RM 3,500 on average. It also can be modified based on the credibility and experience you can provide for our business in accordance with our company HRD agreement.

Job Info

Company NINJA LOGISTICS SDN. BHD.
Position Shipper Support Associate (fulfilment)
Region Subang Jaya
Career Level Junior Executive
Work Experience 1 year
Qualification Advanced/Higher/Graduate Diploma, Bachelor's Degree, Diploma, Post Graduate Diploma, Professional Degree
Type of Work Full-Time
Specialization Required Customer Service, Services
Minimum Salary MYR 2.500
Maximum Salary MYR 3.500

This role will be part of a growing, high-performing team responsible on retention of existing shippers within the Fulfilment business in Malaysia. Beyond ensuring strong operational performance to drive retention, the team will play an active role in ensuring that shipper satisfaction is measured holistically and maintained throughout the customer lifecycle, while looking for strategic opportunities to increase wallet share and help our shippers grow their business.

Job scope will be as follows:

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.

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.

     – Why is there an out-of-stock (OOS) situation when the system shows that stock is available?

  • 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.

Key Account Management – Operations Daily Cadence

[Outbound]

  • Check with Ops team to do a physical check of Inventory if there is an out-of-stock issue surfaced during order processing
  • Check with Ops team on estimated order pickup and delivery times

[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

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.

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.

Requirement:

  • Degree from reputable university
  • 1 – 4 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).

Core Competencies

  • Account Management
  • Performance Reporting
  • Project Management
  • Interpersonal Skills

Office/Company Address

Country Malaysia
Region Selangor
City Subang Jaya
Map Google Map

Benefit

  • Medical benefits provided
  • Exciting working environments

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Company Description

Ninja Van is on a mission to dominate e-commerce logistics in Southeast Asia. We are one of the fastest growing startups in the region - founded in Singapore in mid-2014, we have already won over 6,00 merchants and deliver more than 2 million parcels a month across six countries. In Jan 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.

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 optimization, 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.

Company Info

  • Industry: Transportation / Logistics
  • Registration No.: 1118651-U
  • Company Size: 501 - 1000 Employees
  • Average Processing Time: 16 days
  • Benefits & Others: Dental, Medical, Sports (e.g. Gym), Vision, Casual (e.g. T-shirts), Monthly KPI Bonus, Monday-Saturday
This vacancy is suitable for those of you who live in the following areas: Selangor