The Recovery Executive (Dispute) is responsible for investigating and resolving delivery-related disputes, claims, and parcel recovery cases within established service level agreements (SLAs). This role ensures accurate case handling, thorough root cause analysis, and timely resolution of problematic deliveries while minimizing operational losses and maintaining compliance with company procedures.
Conduct thorough investigations into delivery disputes, problematic parcels, and service-related complaints.
Review and verify complaints raised by customers, shippers, and internal stakeholders.
Analyze delivery records, operational data, and supporting evidence to determine root causes.
Identify appropriate solutions and drive resolution of disputed cases within agreed timelines.
Coordinate with relevant departments to ensure successful parcel recovery, redelivery, or return-to-sender processes.
Review, validate, and process claims submissions in accordance with company policies and procedures.
Assess the legitimacy and completeness of supporting documents submitted by claimants.
Ensure claims are processed accurately and within established turnaround times.
Monitor claims trends and recommend preventive measures to reduce future losses.
Prepare regular reports on dispute cases, claims status, recovery performance, and operational losses.
Maintain accurate records and update case management systems in a timely manner.
Analyze recurring issues and provide recommendations for process improvements.
Communicate investigation findings and case updates to relevant stakeholders.
Ensure all parties are kept informed of dispute progress and resolution outcomes.
Collaborate closely with Operations, Customer Service, Warehouse, and other departments to resolve cases effectively.
Ensure full adherence to Recovery SOPs, company policies, and operational guidelines.
Maintain high standards of data accuracy and documentation.
Support 5S and workplace safety initiatives within the operational environment.
Participate in audits and compliance reviews as required.
Support managers and department heads with ad-hoc projects, analysis, and process improvement initiatives.
Perform other duties assigned by management from time to time.
Diploma or Bachelor's Degree in any field.
Fresh graduates are encouraged to apply
Experience in logistics, courier, supply chain, customer service, dispute management, or claims handling is an advantage.
Experience working in a warehouse or operations environment is preferred.
Strong analytical and problem-solving skills.
Excellent attention to detail and process-oriented mindset.
Good verbal and written communication skills in English and Bahasa Malaysia.
Ability to manage multiple cases and meet deadlines in a fast-paced environment.
Strong interpersonal skills and stakeholder management abilities.
Proficient in Microsoft Office applications (Excel, Word, PowerPoint) and Google Workspace.
High level of integrity, accountability, and ownership.
Ninja Van Group is a tech-enabled logistics organisation, backed by marquee investors including GeoPost, Alibaba Group, and B Capital Group.
Launched in 2014 as an e-commerce express logistics company, it reached 100% network coverage by 2018 with over 2,000 stations and hubs across Southeast Asia. Today, around two million parcels course through its network daily.
A decade of operations fortified Ninja Van Group’s e-commerce express network, enabling concurrent diversification across the realms of e-commerce and express logistics.
To maximise its scale in e-commerce, Ninja Van Group offers a comprehensive suite of solutions – from digital to full-funnel marketing – to help shippers sell better.
As a springboard for expansion beyond e-commerce, Ninja Van Group's e-commerce express network lays the groundwork for venturing into other express verticals, including business-to-business inventory restocking and cold chain.
