About the role
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 one of the region's largest and fastest-growing last-mile logistics companies, 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 disrupting a massive industry through cutting-edge software and innovative operational solutions. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking, and a data-driven approach, we provide best-in-class delivery services that delight both shippers and end customers. As we continue to grow, we are constantly seeking talented individuals to help shape the future of logistics.
Job Responsibilities
Investigate and resolve problematic parcel and delivery-related issues within the agreed service level agreements (SLAs).
Review, verify, and process claims submissions while ensuring compliance with company policies and procedures.
Conduct thorough root cause analysis on parcel disputes, delivery discrepancies, and operational issues.
Coordinate with internal stakeholders to drive timely resolution of recovery cases and minimize operational losses.
Ensure all inquiries related to parcel recovery and delivery issues are addressed accurately and within the required timelines.
Maintain accurate records and ensure data integrity within the recovery management system.
Prepare and analyze weekly reports on parcel recovery performance, claims, and delivery issues.
Ensure full adherence to Recovery SOPs and operational guidelines.
Communicate investigation findings and case updates effectively to relevant stakeholders.
Support process improvement initiatives, operational audits, and ad-hoc projects assigned by management.
Job Requirements
Bachelor's Degree in any discipline. Fresh graduates are encouraged to apply.
Prior experience in logistics, courier, warehouse operations, claims management, or dispute resolution will be an added advantage.
Strong analytical and problem-solving skills with a keen attention to detail.
Process-oriented mindset with the ability to follow and enforce operational procedures.
Comfortable working in a warehouse and operations-driven environment.
Ability to quickly understand operational processes, workflows, and systems.
Excellent verbal and written communication skills in English and Bahasa Malaysia.
Strong interpersonal skills with the ability to engage and collaborate with cross-functional teams.
High level of integrity, accountability, and ownership of assigned responsibilities.
Proficient in Microsoft Office applications, particularly Excel, and Google Workspace tools.
Adaptable and quick learner who thrives in a fast-paced and dynamic environment.
