Executive, Sales (Client Success Management)

Overview

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. We are a technology company 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.

Location : Subang Jaya, Selangor, Malaysia. Commercial – Client Success Management. Permanent, Full-time. On-site.

Responsibilities

• Customer Management : Independently engage with clients using Ninjan van services / platform. Assist clients with issues such as uploading orders, 1st mile & Last mile matters, disputes, client complaints, and other administrative duties to coordinate shipping activities.
• Prepare and communicate accurate shipping metrics daily inbound, using data from multiple sources.
• Monitor shipper satisfaction and service quality; prepare relevant reports for management.
• Provide data analysis to improve client performance.
• Handle routine questions and troubleshoot, coordinating with internal departments to resolve admin, operations, IT and finance challenges.
• Pro-actively propose structural changes or new solutions to streamline processes to increase operational efficiency and client retention.
• Maintain open communication with all stakeholders across geographies throughout onboarding, shipping and delivery cycles.
• Stakeholder Management : Collaborate with other members of the sales team and across the sales force; ensure customer agreements align with cost-sensitive pricing and obtain management approval for deviations.
• Meet regularly with Marketing and Sales management to evaluate personal sales plan / strategy.
• Reporting : Build strong client relationships to maximize account performance, reduce attrition, and minimize competitor opportunities; implement after-sales activities to achieve targets within the existing customer base; conduct business reviews and present outcomes.
• Continually develop knowledge of products / services to provide the best possible solutions; adhere to regional profit margins, discount guidelines, and accounts receivable processes.
• Maintain customer information and update activities in CRM system.

Qualifications

Job Details

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