Shipper Success Management Supervisor

6 months ago

Jakarta, Indonesia Ninja Van Full time

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 Key Account Manager (KAM) division manages partnerships with the major e-commerce platforms, becoming a one stop solution for the partners on all issues from minor operational queries to reviewing and negotiating the commercial deal with the platform. We have an end to end view and understanding of Ninja Xpress' business, and work together with multiple stakeholders both internal and external to help enhance the core business to serve our partners better.

This Online+ Subshipper Success Management (SSM) Lead will manage a team of SSMs which role is to help (1) ensure the retention and satisfaction of Ninja’s Top Platform sellers with Ninja (2) support the maximisation of Ninja’s overall revenue from these sellers via referrals to other business units and (3) act as a communication channel between Ninja and Top Platform sellers for providing insights, feedback, and also other initiatives that can help grow volumes, both operational and commercial. The SSM role does this via problematic parcel resolution and problem solving for shippers issues, working closely to run operational improvement projects, providing additional benefits to sellers such as implants or Ninja Rewards, and collaborating with other sales channels. This is a key role, working directly with the stakeholders within both the Commercial and Operational teams.

**Responsibilities**:

- Provide support to shipper in usage of Ninja Van Platforms
- Level one support for shipper on any issue related to Shipping enquiries and complaints on NV Shipper Platform, Operations, COD, IT and Finance
- Actively manage and resolve shipper issues by clarifying the shipper's complaint, determining the cause of the
- issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
- Conduct regular discussion for shipper (frequency based on shipper tier)
- Actively manage team more than 10 people
- Managing the day-to-day activities of the team
- Developing and implementing a timeline to achieve targets
- Motivating the team to achieve organizational goals

**Requirements**:

- Minimum Bachelor Degree
- Minimum 2 years experience in Account Management or Project Management or related position
- Experience in e-commerce and/or logistics industry preferred
- Experience in Customer Service Lead is a plus
- Experience in leading a team

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