Client Success Manager

Job Responsibilities

• Independently engaged with clients that using Ninjavan services/platform
• Assist clients with issues such as uploading orders, 1st mile & Last mile matters, dispute issues, client complaints etc as well as other administrative duties to coordinate shipping activities.
• Prepare and communicate accurate shipping, numbers of shipper parcel daily inbound, using data from multiple sources.
• Monitor shipper satisfaction and service quality throughout and prepare relevant/necessary reports for management
• Provide data analysis to improve client performances.
• Handle routine questions from clients to perform full level of troubleshooting, in addition actively communicate and coordinate with internal departments to identify and resolve admin, operations, IT and finance challenges
• Pro-actively propose structural changes or new solutions to streamline existing processes to increase operation efficiency & client's retention .
• Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the onboarding, shipping and delivery cycle.
• Ensure co-operation with other members of the sales team and throughout the sales force.
• Ensure all customer agreements are cost sensitive so as to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff require management’s agreement and justifications.
• Meet regularly with the Marketing and Sales management to evaluate the personal sales plan/strategy.
• Build a strong client relationship to ensure accounts perform and grow to their maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
• Implement and execute after sales activities to achieve target budgets and maximise growth within the existing customer base
• Conduct presentations of business review
• Continually develop knowledge of products/services and general commercial awareness in order to provide the best possible solutions for customers.
• Adhere to regional standard profit margins and discount guidelines and account receivables
• Maintain customer business information, and update business activities in CRM system

Job Requirements

• Candidate must possess or currently pursuing a Degree
• experience in logistics, 3PL management, E-Commerce or similar activities advantageous
• Experience in E-commerce and Logistics
• Excellent communication skills, spoken and written
• Required language(s): Bahasa Malaysia, English
• Problem-Solving and analytical skills
• Able to work independently, and is a team player, with excellent interpersonal skills
• Detail-oriented, with excellent organisational skills and a strong sense of job ownership
• Able to multi-task and is results-driven
• Adaptable, proactive, and possess a positive attitude and work ethics.

RM2,000 - RM3,500 a month