Key Accounts 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. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.

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.

You will be part of one of Ninja Van's departments - Key Accounts. The objective is to maintain a positive relationship with Ninja Van's clients and cater not only to their day-to-day operational needs but as well as to be a quick-response team that handles situations and escalations as they pop-up. Consider this role as both a vanguard and a firefighter - we are the first people that our clients reach out to, and are in the best position to assist them.

The Lead is responsible for providing support to the assigned marketplace accounts under the Key Accounts (KA) Team. Account Leads under KA are expected to monitor the marketplace accounts’ overall performance and operational health to ensure that the desired contractual and commercial KPIs are met. This role will serve as the second escalation point for junior and senior associates in handling and resolving more complex issues or concerns. Supervising the junior and senior associates day to day tasks, ensuring compliance, and conducting performance reviews is also part of the account leads’ responsibilities.

Main Duties

- Builds familiarity in the daily needs of the assigned marketplace accounts and/or sushippers, and makes sure they have the data that they need whether it be on a daily, weekly, or monthly basis.

- Understands and recommends innovative suggestions on what needs to be done, and make sure that the whole Ninja Van team understands as well - translate "client speak" into our own internal language.

- Executes day-to-day operational tasks that deal with aligning Ninja Van’s and client’s systems(e.g. CRM tools, cloud-based, real-time reporting software, mobile apps, other customer portals, etc.) .

- Ensures that processes are followed - but also look into improving these processes -- not just for key accounts but for Ninja Van as a whole.

- Responsible for active shipment monitoring from inbound until delivery and returns, data analysis, project implementation, and process management.

- Managing newly onboarded/existing accounts, ensuring that all client needs are met (Dashboard training, Packaging guideline etc.) and maintaining their good relations as the all-around representative of Ninja Van.

- Responsible for keeping the client connected and ensuring their stickiness to the company’s service by maintaining good and positive relations and consistently responsive to all communication channels.

- Leads or attends meetings with customer / subshipper/ internal business units independently.

- Functions as the second level escalation point for junior and senior associates involving issues or concerns beyond their area of responsibility or expertise.

- Builds familiarity in all aspects of operations and the overall parcel journey to easily identify causes of service failures, claims, delays, etc.

- Provides support and mentorship to associates in fulfilling program KPIs for subshippers.

- Guides associates in the review of the customers/shippers’ performance to ensure that volume and revenue targets are met.

Others

- Other tasks that may be assigned by the Key Account Manager and Head of Key Accounts

Qualifications

• BS/BA Degree in any field
• Experience in logistics or e-commerce industries preferred
• With at least 2-3 years supervisorial work experience or in the same role / capacity
• Proficient in Word, Spreadsheets (Excel/Google Sheets), Presentation tools
• Preferred proficiency: Advanced
• Customer-oriented - possesses the mindset of understanding customer needs
• Proficient in written and oral English and Tagalog
• Advanced business writing skills
• Critical thinking skills 
• Quick Learner
• Positive with a can do attitude
• Flexible and can work on extensive hours when necessary
• Open to client visit or outside office meeting when necessary
• Willing to work on shifting schedules

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