About the job
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. In January 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 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.
You will be part of one of Ninja Van's departments - Key Accounts. The objective is to maintain a positive relationship with Ninja Van's international clients and cater not only to their day-to-day operational needs but also to be a quick-response team that handles situations and escalations as they pop-up. Consider this role as both a vanguard and a firefighter - we are the first people that our clients reach out to, and are in the best position to assist them.
The senior account executive is responsible for providing support to the assigned marketplace accounts under the Key Accounts (KA) Team. Senior associates under KA are expected to monitor the marketplace accounts overall performance and operational health to ensure that the desired contractual and commercial KPIs are met. This role will serve as the first escalation point for junior associates in handling and resolving more complex issues or concerns.
Duties and Responsibilities
Builds familiarity in the daily needs of the assigned marketplace account and sub shippers, and make sure they have the data that they need whether it be on a daily, weekly, or monthly basis.
Publish daily reports, provides data analysis and insights from the data to internal/external stakeholders and subshippers, where applicable.
Coordinate with Ninja Van's internal team to get the desired data for the reports .
Investigate and coordinate with internal team to resolve issues within provided timelines.
Understand and recommend innovative suggestions on what needs to be done, and make sure that the whole Ninja Van team understands as well - translate client speak into our own internal language.
Execute day-to-day operational tasks that deal with aligning Ninja Van's and client's systems (e.g. CRM tools, cloud-based, real-time reporting software, mobile apps, other customer portals, etc.).
Ensure that processes are followed - but also look into improving these processes not just for key accounts but for Ninja Van as a whole.
Assist the account manager in hitting operational KPIs through shipment monitoring from inbound until delivery and returns , data analysis, project implementation, and process management.
Highlight improvement areas and recommends solutions that would help Ninja Van meet the agreed timelines and metrics with the client
Lead or attend customer meetings or other business units independently
May be assigned to take the lead in claims management or validation in coordination with the Key Account Lead and/or Claims and Risk Management Team.
May be assigned as the KA PIC for finance related concerns such as billing validation and disputes.
Performs investigative work in order to assess service failures involving parcels within the Ninja Van operational network.
Ensures the upkeep of shipper databases from the consolidated information gathered by the account executives.
Conducts weekly/monthly business reviews with shippers as required by regional partnership or customers.
Promotes Ninja Van Retention, Referral, and/or Rewards programs.
Bachelor's Degree preferably in Marketing Management or Business Administration
Experience In Logistics Or E-commerce Industries Preferred
With at least 2 years working experience in the same role or capacity
Proficient in Word, Spreadsheets (Excel / Google Sheets), Presentation tools
Ideal proficiency level: Advanced
Customer-oriented - possesses the mindset of understanding customer needs
Proficient in written and oral English and Tagalog
Basic Business Writing skills
Critical thinking skills / Problem solving skills
Quick Learner / Time Management Skills
Willing to work on weekends, holidays, and/or shifting schedules if needed