Job Description

• Own and manage rapport with existing clients from onboarding, training, and build customer trust towards Fulfilment service.
• Manage day-to-day operations and manage change requests raised by assigned accounts.
• Main customer support for existing operational and system enquiries.
• Coordinate with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics, documentation and data.
• Independently prepare, draft and review presentations with customers.
• Work closely on contract negotiation and engagements between clients and legal team.
• Handle inquiries and perform related duties including ad hoc and fulfilment related tasks as assigned.
• Provide technical fulfilment expertise for incoming, onboarding and existing customers.
• Create customer retention using value proposition and continuous improvement.

Job Requirements

• At least 1 year experience in sales, business development, account management, customer success or operations role.
• Experience in 3PL logistics business, particularly fulfilment and warehousing.
• Track Record on provide service that is up to shipper or platform expectation.
• At least Diploma / Degree in any field.
• Strategic, innovative, and creative personality with a strong business acumen.
• A passion for working in and managing a fast-paced, collaborative environment.
• Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks.
• Operations or account management experience in Logistics market (either eCommerce or B2B)
• Strong existing working relationships with clients and internal teams.
• Proficiency in Microsoft Office (Word, Powerpoint, Excel) and Google Workspace (Docs, Slides, Sheets, Forms)
• Proficiency in English and Bahasa Melayu (Reading, Writing & Speaking.
• Proficiency in Mandarin will be added advantage for handling of overseas clients)

Skills