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Ninja Van is a tech-enabled logistics company operating across Southeast Asia, delivering over 1,000 parcels per minute to 35,000+ merchants. The company combines cutting-edge software, algorithm-based optimization, dynamic routing, and data-driven operations to disrupt the last-mile logistics industry.
In this role, you will serve as the primary operational liaison for sea freight and cross-border trucking shipments, bridging internal commercial/sales teams, external customers, and logistics vendors. Your day-to-day responsibilities include coordinating end-to-end sea freight operations—from freight bookings and haulage to bill-of-lading (B/L) preparation, customer billing, and value-added services. You will provide customers with accurate, real-time shipment status updates, schedules, and documentation requirements, responding promptly to inquiries via phone, email, or in-person.
You will coordinate with internal departments (Solution, Sales, Finance) to ensure smooth order execution, maintain the FMS system, validate supplier invoices, and build strong customer relationships to encourage repeat business. A key part of your role is handling customs clearance documentation—preparing and reviewing import/export forms, ensuring compliance with local regulations, and managing documentation such as B/Ls, customs forms, ISF filings, AMS filings, and shipping notes. You will also handle customer complaints and standard operational disruptions independently, escalating complex issues to management.
Additionally, you will monitor and improve customer service processes, gather weekly/monthly operational data for reporting, identify workflow bottlenecks, and suggest practical improvements to enhance efficiency and satisfaction.
REQUIREMENTS:
- 1–2 years of operational or customer service experience in sea freight/freight forwarding
- Good understanding of basic import/export documentation and sea freight workflows
- Proficiency in customer service software, CRM systems, and Microsoft Office Suite
- In-depth knowledge of international sea freight shipping regulations and documentation
- Strong problem-solving skills, ability to work under pressure, and manage multiple priorities
- Detail-oriented, organized, analytical, proactive, and self-motivated with strategic mindset
- Ability to prepare, verify, and process customs declaration documents (K1, K2, K3, K8, K9, ZB1, ZB4, etc.)
- Familiarity with Royal Malaysian Customs Department (JKDM) procedures and requirements
- PREFERRED: Customs licence/certification (e.g., KLK) and hands-on customs clearance experience
- PREFERRED: Ability to read and write Mandarin for frequent communication and coordination with China
- ADVANTAGE: Familiarity with Malaysia customs clearance processes and hands-on experience preparing customs declaration documents
