Ninja Van
Regional Senior Customer Service Associate, Cross Border (Sea Freight)
TLDR
Work within the Cross Border Logistics team to enhance operational stability and scalability by improving customer service processes and ensuring compliance with freight regulations.
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.
Job Responsibility:
Serve as the main point of contact for customers regarding sea freight & cross-border trucking shipments.
Execute, monitor & coordinate day-to-day operationpromptly including Haulage arrangement, Fumigation, VAS service if any
Provide customers with accurate and up-to-dateinformation 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 opstimely
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.
Job Requirement:
2-3 years in customer service experience in freight forwarding specialize in Seafreight
Bachelor’s Degree in any related field
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.
English and Mandarin. Proficiency in any other ASEAN languages is a plus.
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Ninja Van is a tech-enabled logistics company that specializes in hassle-free last-mile delivery services for businesses across Southeast Asia. With a strong focus on innovation and technology, we cater to the unique needs of both small and large-scale shippers, providing real-time tracking and operational excellence. Our extensive network delivers to 100 million customers, making us the largest and fastest growing logistics provider in the region.
- Founded
- Founded 2014
- Employees
- 500+ employees
- Industry
- Air Freight & Logistics
- Total raised
- $240M raised
Customer Service