Executive, Fulfilment (Key Account Management)

Job description

Opening from Default - All locations 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 - **Own and manage rapport with existing clients** from onboarding, training, and build customer trust towards Fulfilment service. - Manage **day-to-day operations** and manage change requests raised by assigned accounts. - **Main customer support** for existing operational and system enquiries. - Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings. - **Maintain existing customer success metrics**, documentation and data. - Independently **prepare, draft and review presentations** with customers. - Work closely on **contract negotiation and engagements** between clients and legal team. - Handle inquiries and perform related duties including **ad hoc and fulfilment** related tasks as assigned. - Provide **technical fulfilment expertise** for incoming, onboarding and existing customers. - **Create customer retention** using value proposition and continuous improvement. ### Job Requirement - At least 1 year experience in sales, business development, account management, customer success or operations role. - Experience in 3PL logistics business, particularly fulfilment and warehousing. - Track Record on provide service that is up to shipper or platform expectation. - At least Diploma / Degree in any field. - Strategic, innovative, and creative personality with a strong business acumen. - A passion for working in and managing a fast-paced, collaborative environment. - Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks. - Operations or account management experience in Logistics market (either eCommerce or B2B) - Strong existing working relationships with clients and internal teams. - Proficiency in Microsoft Office (Word, Powerpoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms) - Proficiency in English and Bahasa Melayu (Reading, Writing & Speaking. - Proficiency in Mandarin will be added advantage for handling of overseas clients)