Description
Ninja Van is seeking a Regional Associate, Cross Border (Sea Freight) to join their operations team. The successful candidate will act as the primary operational liaison for sea freight and cross-border trucking shipments between internal commercial/sales teams, external customers, and logistics vendors.
Responsibilities:
- Coordinate end-to-end daily sea freight operations, covering freight bookings, haulage, B/L draft preparation, customer billing, and value-added services.
- Provide customers with accurate and up-to-date information on shipment status, schedules, and documentation requirements.
- Respond to customer inquiries via phone, email, or in-person in a timely and professional manner.
- Coordinate with internal departments to ensure smooth execution of orders.
- Update FMS system timely.
- Validate supplier/agent invoice and submit to finance timely.
- Build and maintain strong relationships with customers to encourage repeat business.
- Handle customer complaints and complex issues, providing effective and timely resolutions.
- Ensure all necessary documentation is completed accurately and submitted on time.
- Prepare and review import/export customs clearance documentation, ensure all shipments comply with local customs and regulatory requirements and company policies.
- Monitor and improve the overall customer service process to enhance efficiency and customer satisfaction.
- Provide feedback to management on ways to improve customer service processes and procedures.
- Handle standard operational disruptions and first-level customer escalations independently.
- Work closely with other departments to resolve any shipment-related problems.
- Assist in gathering weekly/monthly operational data and preparing basic reporting slides.
- Identify recurring operational bottlenecks and suggest practical workflow improvements to enhance customer satisfaction.
Requirements:
- 1–2 years of operational or customer service experience in sea freight/freight forwarding.
- Good understanding of basic import and export documentation and sea freight workflows.
- Familiarity with Malaysia customs clearance processes and hands-on experience preparing customs declaration documents is a strong plus.
- Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
- In-depth knowledge of international sea freight shipping regulations and documentation.
- Good problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Customer-focused with a commitment to delivering high-quality service.
- Detail-oriented, eager to learn, strong organizational and analytical skills.
- Proactive and self-motivated with a strategic mindset.