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.
The Account Management Senior Associate is responsible for establishing and maintaining strong rapport and account retention with shippers using Ninja Vans B2B and/or Cold Chain services. He/She will be the primary contact for assigned clients and liaise with them to grow their revenue and ensure a high level of service and client satisfaction.
Responsibilities
Grow and retain revenue of assigned accounts through identifying opportunities for up-selling and cross-selling of solutions and services not limited to just B2B, but all of Ninja Vans and its partners services
Work with internal teams to manage billing workings and billing cycles for clients
Build relationships and map out different stakeholders within the clients organization structure
Onboarding every account that comes into your portfolio even before the account starts shipping, including education of the dos and don'ts, suitability of the product to be delivered by Ninja Van
Ensure escalations and issues from clients are handled in a timely manner with appropriate solutions to provide a positive customer experience
Work closely with internal departments and stakeholders to identify and resolve any operational issues
Maintain regular performance and data reporting format to present relevant shipping data and statistics to clients (MBR / QBR)
Monitor operational performance and service standards for assigned clients
Solutioning with key operations personnel to ensure clients needs are met with decent profitability within NJVs strategic vision
Be the bridge between clients and internal teams to better optimize delivery arrangements and processes
Train and guide the customer success executives (CSE) to uphold and maintain quality of work to clients
Instil processes to ensure CSE productivity are kept high while maintaining client satisfaction
Monitor ongoing and emerging trends within the industry
Capture and record all information and opportunity about client (CDP)
Requirements
1 - 3 years experience in an account management/sales role, with a Diploma in any field (or higher)
Logistics experience would be preferred
Demonstrate good presentation and negotiation skills
Business acumen to ensure profitability when offering discounts and promotions to key clients
Strong communications skills and relationships building to manage both internal and external stakeholders, at all levels
Ability to work and thrive in a fast-paced, rapidly changing work environment
Proficiency in English (Reading, Writing & Speaking)
Ability to speak a second language preferred
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