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Shipper Success Management Manager

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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.

Strategic and supportive partner for Ninja's key shippers at onboarding, retention, and development stage process. Focused on building loyalty to ensure long-term client retention by presenting service offering, program information, addressing customer issues, and helping the sales team with upsells.

Leading a 5 - 10 SSM Agents, The Shipper Success Management (SSM) Manager for BD will be valuable role that ensure SSM BD agents have the right mindset and framework to make shipper's retain and grow with Ninja. They're not focused on customer service so much as Shipper's success, which involves being proactive and eliminating issues before they arise. Analyzing Shipper's delivery performances and give valuable recommendation to reduce their operational cost or using current program that could benefit the Shipper.

Responsibilities

Lead, Manage, and Coach 5 - 10 SSM agents to achieve KPI
Point of escalation to Shipper on any shipper related support issues especially complaints
Initiate project to boost key shippers retention and/or volume growth
Analyze Metrics performance for key accounts and build the case for Business process Improvement
Mentors, monitors and appraise on their ability to handle Shipper issues and requests
Assists in assigning and introducing SSM Agents to new shipper
Proactively review Shipper data on a Monthly basis for valuable recommendation purpose
Implements productivity, quality, and customer-service best practice
Collates and evaluates Shipper feedback and raise to relevant department for the improvement of overall shipper satisfaction and Ninja Xpress's service offering
Constantly keep abreast of latest customer service and business trends and share the knowledge with Team
Conducts team meetings, one on one review sessions and individual observation sessions on a monthly basis
Monitor shipper satisfaction and service quality throughout shipper journey
Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle"
Maintain capacity monitoring for SSM agents

Requirements

Min. 5 years of experience in Account Manager or Customer Service
Proven track record in managing team of minimum 5 account manager
Excellent verbal and written communication skills
Ability to maintain calm under pressure
Ability to Multi Tasking
Ability to problem solve
Ability to collaborate across functions
A thorough knowledge of the services of Ninja Van
Efficiency and organisational skills
Strong administrative skills
Computer literacy in order to type up reports, results and details of customer interaction
Skilled in Excel

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