
Key Account Management Associate
3 days ago
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.
This role will be part of a small, high-performing key account management team within the Fulfilment business in Singapore. Beyond ensuring strong operational performance to drive retention, the team will play an active role in ensuring that shipper satisfaction is measured holistically and maintained throughout the customer lifecycle, while looking for strategic opportunities to increase wallet share and help our shippers grow their business.
**Responsibilities**:
- End-to-end account management of accounts from onboarding, daily account servicing, service recovery, billing and claims, account and revenue growth, and contract renewal as primary account managers
- Being first level of direct support to customers to uphold customer service quality and satisfaction
- Support management of strategic key accounts by leveraging expertise on operational, order processing, customer success and system-related matters
- Partner key stakeholders, including the operations team, in building and implementing solutions to ensure a high level of service and client satisfaction
- Assist KAM Assistant Manger on checking of order delivery status & ad hoc reporting
- Investigate on customer issues on aftersales
**Requirements**:
- At least 1-4 years of experience in business operations, process building and data-centred roles
- Exposure to the e-commerce, logistics or supply chain industries would be advantageous but not essential
- Logical, structured thought process and analytical approach to problem-solving
- Advanced proficiency in Excel and Powerpoint, comfortable working with large data sets
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