Regional Senior Associate, Cross Border (Sea)

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 Cross Border Team is split into 3 main teams, Commercial, Logistics and Business Operations. This role lies within the Logistics Vertical in the Cross Border team, in particular looking after the Sea Freight/Trucking operations.

The Cross Border Logistics team’s objective is to build competitive logistics products and customized solutions to support various sales channels in winning deals and growing the business. This incumbent will be working closely with our Regional Senior Operations, Cross border (Sea) Team and with our Sea Freight and Trucking logistics team for the sales channels. Aside, the incumbent is required to manage communications with vendors on the SLAs of products under their care to ensure the adherence to committed SLAs and ongoing operational recovery.

This role exists with a main objective of bridging the gap between the regional team and the local operations, to ensure operational stability and scalability. The role is expected to work with various stakeholders, from local operations team, to both local and regional commercial teams in ensuring a balance between the commercial needs and operational constraints.

Responsibilities

• Serve as the main point of contact for customers regarding sea freight & cross-border trucking shipments.
• Execute, monitor & coordinate day-to-day operation promptly including Haulage arrangement, Fumigation, VAS service if any.
• Provide customers with accurate and up-to-date information on shipment status, schedules, and documentation requirements.
• Respond to customer inquiries via phone, email, or in-person in a timely and professional manner.
• Coordinate with internal departments (e.g., Solution, Sales, and finance) to ensure smooth execution of orders.
• Update FMS system timely.
• Validate supplier/agent invoice and submit to fin ops timely.
• Build and maintain strong relationships with customers to encourage repeat business.
• Handle escalated customer complaints and complex issues, providing effective and timely resolutions.
• Ensure all necessary documentation (e.g., bills of lading, customs forms, ISF Filing, AMS Filing, Shipping note, booking confirmation) is completed accurately and submitted on time.
• Ensure all shipments comply with destination import and export regulations and company policies.
• Monitor and improve the overall customer service process to enhance efficiency and customer satisfaction.
• Provide feedback to management on ways to improve customer service processes and procedures.
• Provide training and development programs to enhance skills and knowledge.
• Handle escalated customer complaints and complex issues, providing effective and timely resolutions.
• Work closely with other departments (e.g., operations, logistics, finance) to resolve any shipment-related problems.
• Implement corrective actions to prevent recurring issues.
• Responsible for collating and presenting weekly/monthly performances on SLA adherence/Compliance/Billing accuracy to stakeholders.
• Responsible for deliverable monthly Sea Freight & Trucking performance deck at lane level.
• Prepare and analyze reports on customer service performance, shipment status, and customer feedback.
  
  

Requirements

• Minimally 2-3 years of freight forwarding customer service experience, specializing in Sea freight
• A Bachelor’s Degree in any related field
• Proficiency in customer service software, CRM systems, and Google Suite (Sheets, Slides and Docs)
• In-depth knowledge of international sea freight shipping regulations and documentation.
• Excellent problem-solving and conflict resolution skills.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused with a commitment to delivering high-quality service.
• Detail-oriented with strong organizational and analytical skills.
• Proactive and self-motivated with a strategic mindset.
  
  

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