Sort Operations Associate

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 Sort Operations Associate is responsible for ensuring that daily parcel exception cases are looked into and resolved with clients acknowledgement and ensuring that damaged parcels which can be repackaged and rectified move back into the normal operation flow to go out for delivery within an appropriate time frame.

Responsibilities

• Work closely with the Service Recovery Manager and Associates to support in the implementation of new process changes and initiatives which optimise processes and reduce the time taken to ensure parcels flow back into the normal operations flow
• Oversee the daily operations and ensure Recovery SOPs and service standards are adhered to by the Recovery ground operations teams
• Monitor the daily parcel counts that enter Recovery and monitor the time spent in Recovery
• Ensure all tickets/issues raised in the ticketing system are categorised accurately and assigned and responded to
• Handle escalated parcel issues and tickets and provide timely updates and appropriate resolutions to clients/shippers
• Consolidate common recurring issues in tickets

Requirements

• Min. Diploma in any field
• 0 - 1 years of operations experience in logistics/supply chain industry or relevant fields
• Resourceful critical thinker to resolve challenges from daily operations
• Good team player with ability to interact with all levels
• Self-motivated, proactive and results oriented

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