Regional Associate, Cross Border (Sea Freight)

Job description

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 operational liaison for sea freight & cross-border trucking shipments between internal commercial/sales teams, external customers, and logistics vendors. - Coordinate end-to-end daily sea freight operations, covering freight bookings, haulage, B/L draft preparation, customer billing, and value-added services. - Provide customers with accurate and up-to-date information 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 finance timely. - Build and maintain strong relationships with customers to encourage repeat business. - Handle customer complaints and complex issues, providing effective and timely resolutions. - Ensure all necessary documentation (e.g., B/L, customs forms, ISF Filing, AMS Filing, Shipping note, booking confirmation etc.) is completed accurately and submitted on time. - Prepare and review import/export customs clearance documentation, ensure all shipments comply with local customs and regulatory requirements and company policies. - Monitor 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. - Handle standard operational disruptions and first-level customer escalations independently, applying corrective actions and escalating complex anomaliesto the Manager. - Work closely with other departments (e.g., operations, logistics, finance) to resolve any shipment-related problems. - Assist in gathering weekly/monthly operational data and preparing basic reporting slides. - Identify recurring operational bottlenecks and suggest practical workflow improvements to enhance customer satisfaction. ### Job Requirement: - 1–2 years of operational or customer service experience in sea freight/freight forwarding. - Good understanding of basic import and export documentation and sea freight workflows. - Advantage: Familiarity with Malaysia customs clearance processes (import/export) and hands-on experience preparing customs declaration documents/paperwork for client review is a strong plus. - Proficiency in customer service software, CRM systems, and Microsoft Office Suite. - In-depth knowledge of international sea freight shipping regulations and documentation. - Good problem-solving skills. - Ability to work under pressure and manage multiple priorities. - Customer-focused with a commitment to delivering high-quality service. - Detail-oriented, eager to learn, strong organizational and analytical skills. - Proactive and self-motivated with a strategic mindset. - Prepare, verify & process customs declaration documents **(ie: K1, K2, K3, K8, K9, ZB1, ZB4 and etc.)** - Familiar with Royal Malaysian Customs Department (JKDM) procedures and requirements. - Prefer candidates who hold a relevant **Customs licence/certification (e.g., KLK)** and have hands-on experience in customs clearance - Ensure Customs documentation is complete, accurate and submitted within the required timeline. - Coordinate with customers, vendors, freight forwarders, carriers and Customs authorities to resolve clearance issues. - Prefer candidates who are able to read and write in Mandarin, as the role requires frequent communication and coordination with China.