Job Description

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 Cross Border Team is split into 3 main teams, Commercial, Logistics and Business Operations. This role lies within the Logistics Vertical in the Cross Border team, in particular looking after the Sea and Land Freight operations.
The Cross Border Logistics team's objective is to build competitive logistics products and customized solutions to support various sales channels in winning deals and growing the business. As a local member of the Cross Border Logistics team, the incumbent will be working closely with the Procurement and commercial team to manage vendor / customer communications, negotiations and ensure operational stability.
The Sea freight Customer Service Manager is responsible for leading and managing the customer service team to ensure the highest level of customer satisfaction in relation to sea freight operations. This role involves overseeing all aspects of customer service, from order processing and issue resolution to compliance and continuous improvement. The manager will work closely with other departments to streamline operations, enhance service quality, and drive business growth.
Responsibilities

• Serve as the primary point of contact for high-priority customer accounts and complex inquiries.
• Build and maintain strong, long-lasting relationships with key clients.
• Maintain close relationships with stakeholders & local operations teams to ensure operational alignment and collaboratively enhance process efficiency.
• Oversee the daily activities of the customer service team to ensure efficient handling of customer orders and inquiries.
• Monitor and improve the overall customer service process to enhance efficiency and customer satisfaction.
• Ensure all customer service operations comply with company policies and international shipping regulations.
• Provide customers with accurate and up-to-date information on shipment status, schedules.
• Handle escalated customer complaints and complex issues, providing effective and timely resolutions.
• Work closely with other departments (e.g., commercial, procurement, finance) to resolve any shipment-related problems.
• Implement corrective actions to prevent recurring issues.
• Ensure all sea freight shipments comply with international regulations and company policies.
• Oversee the preparation and accuracy of shipping documentation, including bills of lading, customs forms, and certificates of origin, ISF & AMS filing and etc.
• Maintain comprehensive records of customer interactions, orders, and resolutions.
• Responsible for the design of team workflow and roles & responsibilities.
• Lead, mentor, and develop a team of customer service representatives and executives.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive and productive work environment.
• Provide training to enhance team member knowledge and capabilities.
• Prepare and analyze reports on customer service performance, shipment status, and customer feedback.
• Identify trends and areas for improvement, and implement strategies to enhance service quality.
• Present findings and recommendations to senior management.

Requirements

• 5-8 years in logistics/cross border experience with a bachelor's Degree in any related field
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• In-depth knowledge of international sea freight shipping regulations and documentation.
• Excellent problem-solving and conflict resolution skills.
• Ability to work under pressure and manage multiple priorities.
• 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.
• Customer satisfaction scores (e.g., Net Promoter Score, Customer Satisfaction Score).
• Resolution time for customer inquiries and complaints.
• Accuracy and timeliness of order processing and documentation.
• Team performance metrics (e.g., response time, resolution rate).
• Compliance with international shipping regulations.
• Proficiency in Mandarin is a plus.

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