Shipper Support Management

Job Responsibility: -

• Act as the primary point of contact for assigned shippers regarding daily operations, service issues, and inquiries.
• Manage and resolve escalations related to shipment delays, exceptions, or disputes efficiently and professionally.
• Work closely with internal teams (e.g., operations, billing, customer service) to troubleshoot and resolve shipper issues.
• Regularly analyze shipment performance and provide insights and recommendations for service improvement.
• Prepare and deliver performance reports and present to reporting team leader / managers
• Assist Key Account Managers in preparing for business reviews, presentations, and performance analysis.
• Support KAMs in tracking account progress, identifying trends, and implementing service improvements.
• Coordinate follow-ups and action plans based on KAM meetings and client feedback.
• Assist in ensuring SLA/KPI commitments are met and flagged when at risk.
• Help gather and validate data required for KAM’s commercial discussions or negotiations.

Key Accountabilities :

• Sub Shipper SLA Adherence
• Monitor daily performance dashboards and sub shipper metrics
• Coordinate with all related teams for service disruption
• Follow up proactively with sub shippers or internal department whenever at risk of breaching SLA
• Provide weekly reports and highlight trends to reporting manager and internal stakeholder

• Issue Resolution Turnaround Time
• Track and manage incoming issues via ticketing tools or email
• Coordinate with internal departments (Ops, Finance, Tech, etc.) to close issues
• Provide timely updates to sub shippers and maintain clear communication

• Sub Shipper Retention & Activity Rate
• Monitor shipping volume trends and flag low-performing sub shippers
• Conduct regular check-ins to understand shipper needs and concerns

• Ad Hoc Task Completion & Stakeholder Engagement
• Support manager on urgent data requests, reports, or SOP rollouts
• Participate in cross-functional projects or process improvements
• Attend internal alignment meetings and share updates
• Engage stakeholders with clear communication and follow-through

Job Requirement :

• At least 2 years of working experience in logistics or e-commerce industry is preferred for this position.
• Preferably Junior or Senior Executives specialising in Sales and Key Account Management - Corporate or equivalent.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation
• Ability to multitask and manage more than one client accountIn-depth understanding of company key clients and their position in the industry
• Able to analyse data regarding operations performance - knowledge of producing performance reporting is a must
• Able to multitask, prioritise, and manage time efficiently
• Proven results of delivering client solutions and meeting revenue goals
• Professional fluency in English and Bahasa Malaysia (Mandarin will be an advantage but not a must)
• Competency in Microsoft Office Suite, with emphasis on superior Excel skills.