Shipper Support Manager

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 Shipper Support Manager is responsible for overseeing and optimizing the support provided to shippers, ensuring seamless operations of all commercial support activities, and maintaining high levels of customer satisfaction.

This role involves managing a team of support agents, resolving escalated issues, and collaborating with both internal and external stakeholders to improve operation processes which the team is involved in.

Responsibilities

• Collaborate with management to define long-term goals and objectives for the customer service department
• Communicate the strategic vision and objectives to team members to ensure alignment and engagement with our key goals
• Set and monitor KPIs to track team’s and individual agent’s performance
• Develop capability rubrics to assess and evaluate each individual’s skills, knowledge and ability
• Conduct regular performance review/ feedback sessions with team/ individual agents to address areas of improvement and provide guidance, coaching, and support to ensure high performance and development
• Socialise relevant scorecards, audit outcomes with team and ensure they understand how they are being measured
• Collaborate with commercial training arm to introduce trainings for new products / process changes that will impact shippers’ experience
• Foster a positive environment where communication, collaboration, continuous learning and feedback are welcomed
• Identify key priorities and initiatives to support the team's growth and development
• Stay updated on emerging trends and technologies in customer service and incorporate them into improvement initiatives
• Provide mentorship and coaching to team members to support their career advancement and personal growth
• Analyze existing support processes and identify areas for improvement/ bottlenecks to enhance operational efficiency and service quality
• Identify key stakeholders/ cross-functional teams involved and drive collaboration to achieve aligned objectives or arrive at potential solutioning
• Drive/ execute solutions/ strategies to achieve desired outcomes
• Monitor productivity and bandwidth of team and individual agents, ensuring resources are assigned optimally, especially during peak periods
• Facilitate clear communication within team to ensure changes in processes/ the commercial organisation is cascaded in a timely manner
• Implement and enforce team policies, procedures, and protocols to ensure compliance and consistency in standards
• Ensure the knowledge base is maintained in a timely manner
• Align on audits standard and criteria with relevant regional stakeholders to maintain service quality and accuracy
• Review and execute processes to address failure in compliance
• Develop and consolidate weekly reports on team’s performance, key issues and feedback about processes/ pain points encountered by shippers
• Share outcome and create a feedback loop with relevant stakeholders for their action/ knowledge
• Monitor recurring issues and escalate to direct reporting line for further action
• Represent shipper support point of view in meetings, new projects and/or initiatives to ensure planning is done comprehensively
• Support commercial stakeholders to manage their shippers through providing/ generating reports and insights requested in a timely manner
• Provide visibility of progress for all projects/ processes/ new initiatives and the respective status/ results to management
• Collaborate with other departments to achieve identified outcomes and goals
• Design shipper support workflows for new initiatives/ shippers which are aligned to project objectives/ outcomes when necessary
  
  

Requirements

• At least 2 years of managerial or team leader position in customer/ shipper support, logistics, or supply chain management
• Prior experience in a client facing role or commercial role
• Intermediate excel skills required
• Proven experience managing teams and navigating complex customer issues
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and interpersonal skills
• Proficiency in salesforce service cloud and knowledge of shipping regulations and industry best practices would be a plus
• Excellent English communication skills, Malay and Mandarin Chinese will be an added advantage
  
  

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