Parcel Recovery Executive (Warehouse)

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

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• Investigate and resolve problematic parcel and delivery-related issues within the agreed service level agreements (SLAs).
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• Review, verify, and process claims submissions while ensuring compliance with company policies and procedures.
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• Conduct thorough root cause analysis on parcel disputes, delivery discrepancies, and operational issues.
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• Coordinate with internal stakeholders to drive timely resolution of recovery cases and minimize operational losses.
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• Ensure all inquiries related to parcel recovery and delivery issues are addressed accurately and within the required timelines.
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• Maintain accurate records and ensure data integrity within the recovery management system.
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• Prepare and analyze weekly reports on parcel recovery performance, claims, and delivery issues.
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• Ensure full adherence to Recovery SOPs and operational guidelines.
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• Communicate investigation findings and case updates effectively to relevant stakeholders.
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• Support process improvement initiatives, operational audits, and ad-hoc projects assigned by management.

Job Requirements

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• Bachelor's Degree in any discipline. Fresh graduates are encouraged to apply.
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• Prior experience in logistics, courier, warehouse operations, claims management, or dispute resolution will be an added advantage.
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• Strong analytical and problem-solving skills with a keen attention to detail.
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• Process-oriented mindset with the ability to follow and enforce operational procedures.
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• Comfortable working in a warehouse and operations-driven environment.
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• Ability to quickly understand operational processes, workflows, and systems.
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• Excellent verbal and written communication skills in English and Bahasa Malaysia.
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• Strong interpersonal skills with the ability to engage and collaborate with cross-functional teams.
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• High level of integrity, accountability, and ownership of assigned responsibilities.
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• Proficient in Microsoft Office applications, particularly Excel, and Google Workspace tools.
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• Adaptable and quick learner who thrives in a fast-paced and dynamic environment.