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Practicum supervisor:

Dr Chuah Lai Fatt

☎️: 012 549 5363

📪Dr Chuah Lai Fatt, School of Technology Management and Logistics, Universiti Utara Malaysia, 06010 Sintok, Kedah Darul Aman, Malaysia.

Visitor Supervisor: -

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Organization supervizor:

Nur Nazatul Fateha bt Mohamad Amran,

Executives, Client Success Management (B2B)

☎️017-2253579

📩fateha.mohamadamran@ninjavan.co

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Organization name: Ninja Logistic Sdn Bhd

Organization Address:

HQ: 2, Jalan Kemajuan Subang, Ss 16, 47500 Subang Jaya, Selangor
Warehouse: 1, Persiaran Jubli Perak, Seksyen 22, 40300 Shah Alam, Selangor

Organization contact: 03-56137629

Organization Supervisor: Nur Nazatul Fateha

Position: Internship

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Name: Wan Nor Fatin Binti Wan Nor Rizal

Matric Number: 288255

Course: Bachelor of Operation Management (HONS)

University: Universiti Utara Malaysia (UUM)

Home Address: No 3B Lot 788. Taman Karuppiah, Kg Padang Jawa. 41300 Klang, Selangor

Email: wnnrfatin@gmail.com

No phone: 018-2030659

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Attended the first meeting with HR and other interns at Ninja Van HQ in Subang. Later, visited the Ninja Van warehouse in Shah Alam to get an overview of operations.

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Visited the warehouse operations floor to observe how parcels are processed, sorted, and dispatched. I was introduced to the Recovery and Restock teams, where I learned how undelivered or returned parcels are handled. This helped me understand the backend of delivery operations. It gave context to the roles supporting parcel movement.

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Learned basic operational terms used in Ninja Van systems such as FIFO, LIFO, GRN, DO, PO, 3PL, LTL, POD, and ETA. These terms are important in understanding supply chain and warehouse processes.

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Started learning about Saleforce Software under the guidance of my supervisor. I was shown how FSRs are used to manage escalations raised by shippers. The system is crucial for issue resolution and internal coordination. I also explored some sample cases to get a better idea.

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Continued FSR training with my supervisor and focused on the steps to handle different types of issues. I observed how to identify case types, assign to the right team, and follow proper communication etiquette. The process requires both speed and accuracy.

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Tried handling simple FSR cases such as requests to expedite parcel deliveries. Began to familiarize myself with the response format and internal escalation process.

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Learned how to handle FSR cases related to failed or unattempted pickups. Observed how team notifies relevant hubs for re-arrangements. I practiced writing polite follow-up messages.

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Got to know more Ninja Van’s B2B shipper structure and support system. I was introduced to the concept of shipper tiers and response time expectations. I also learned which accounts fall under ShipperCare and how they’re prioritized. This helped me recognize different service levels among clients.

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Attended a team meeting to update ongoing tasks and internship progress. Each member shared their current tasks and challenges faced during the week. It was a good platform to ask questions and get feedback.

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Worked on FSR cases involving delayed deliveries and learned how to track parcel movement through the system. I assisted in notifying hubs and shippers on expected timelines. I also practiced proper phrasing for formal email replies.

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Handled more FSR cases while following up on previous ones. I was also given the chance to update Salesforce directly under supervision. My familiarity with the system improved and I became more confident with the workflow.

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Continued assisting with FSR case handling, including general enquiries on parcel status and hub escalation. Observed how parcel delays are managed within the B2B system.

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Handled FSR ticket involving a tracking number not found in the system. Learned to request correct information from shippers and escalate invalid cases to the relevant team.

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Responded to shipper request to stop delivery and initiate RTS. Learned the importance of timing and communication between shipper and hub to ensure action is taken before dispatch.

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Involved in managing on-hold parcel cases, due to missing or incomplete info. Coordinated with the recovery team to request shipper details and resume delivery.

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Learned how to create a GRN tracking number manually under guidance from Victor, the Customer Support Management staff. Understood how GRNs are tied to supply requests and restock processes.

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Tried creating a GRN tracking number independently for the first time, which involved generating GRNs for two days back. The task was done slowly and carefully under the supervision of Victor, the CSM.

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Emergency leave due to flood

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Managed urgent FSR where the parcel was already OVFD (out for delivery). Learned to coordinate with the destination hub to expedite delivery within the same day.

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Supported new onboarding shipper, Maestro Swiss Industries (RSPB2B). Monitored their daily inquiries through WhatsApp and email, ensuring smooth transition into system usage.

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Attended Hari Raya celebration at HQ Subang Jaya. Networked with various departments and gained better understanding of overall operations in a casual setting.

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Participated in a second Raya celebration at Shah Alam hub. Received a brief introduction on LTL (Less Than Truckload) services and how they differ from standard delivery.

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Learned to create special task GRNs initiated by the restock team. Understood how special requests are logged, tracked, and linked with item return processes.

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Emergency leave due to a family member’s passing.

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Emergency leave due to a family member’s passing.

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Handled FSR regarding POD (Proof of Delivery) requests. Learned to retrieve and provide relevant delivery evidence for shipper claims and audits.

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Managed FSR involving self-collection. Provided shipper with complete hub address and verified parcel availability before allowing pickup.

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Today I learned from my supervisor how to prepare the daily report for DUOPHARMA shipper. The report involves three different accounts. Report must be sent every morning in the WhatsApp group before 12 pm.

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Medical Leave

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-Prepared and submitted the DUOPHARMA daily report

-Handled inquiry regarding account manager contact. Identified PIC (person-in-charge) and provided shipper with correct information after internal escalation.

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-Prepared and submitted the DUOPHARMA daily report

-Handled FSR involving parcel damage evaluation. Learned the process to assess if parcel can be redelivered or needs to be returned due to improper packaging. Continued regular GRN creation and follow-ups.

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-Prepared and submitted the DUOPHARMA daily report

-Followed up on a parcel marked as OVFD. Although the shipper requested RTS, the parcel was already delivered. Advised shipper to confirm if they still wish to proceed with RTS and to create an RPU tracking number to retrieve it.

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SUN

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-Prepared and submitted the DUOPHARMA daily report

-Coordinated urgent re-delivery for parcel that failed due to off-hour attempt. Informed hub to deliver within business hours as requested.

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-Prepared and submitted the DUOPHARMA daily report

-Handled a damaged parcel case where the shipper requested liability. However, since the parcel had already been returned, liability could not be processed. Updated the shipper accordingly.

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-Prepared and submitted the DUOPHARMA daily report

-Today, the company conducted a fire drill as part of emergency preparedness training. All staff, including interns, participated in the evacuation procedure to ensure awareness of safety protocols.

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-Prepared and submitted the DUOPHARMA daily report

-Created a new GRN under supervision. Also escalated a shipper’s inquiry regarding cold chain account creation to the relevant PIC.

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-Prepared and submitted the DUOPHARMA daily report

-Assisted recovery team in a damaged parcel case. Requested required proofs from shipper including AWB image, bubble wrap evidence, and fragile sticker placement.

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SAT

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-Prepared and submitted the DUOPHARMA daily report

-Pushed for urgent parcel delivery as per shipper request. Informed hub through internal chat to expedite within the specified time window.

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Created GRN for flyer tracking and updated restock team. Also reviewed current pending claims and follow-ups with shippers.

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-Prepared and submitted the DUOPHARMA daily report

-Parcel arrived leaking without any proper packaging. Informed shipper that parcel will be disposed and liability is not applicable due to non-compliance with packing guidelines.

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-Prepared and submitted the DUOPHARMA daily report

-Delivery failed due to attempt outside office hours. Requested hub to reattempt delivery during official working hours as advised by shipper.

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-Prepared and submitted the DUOPHARMA daily report

-Created GRN and updated tracking in internal sheet. Followed up with supply team regarding pending flyer delivery.

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-Prepared and submitted the DUOPHARMA daily report

-Received shipper complaint on possible double charge. Escalated to Finance team to verify and requested invoice copy for reconciliation

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-Prepared and submitted the DUOPHARMA daily report

-Recovery team needed additional proof for damaged parcel. Advised shipper to check with their customer and submit required photos to proceed further.

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-Prepared and submitted the DUOPHARMA daily report

-A shipper claimed that an item went missing during transit. I asked them to reconfirm with the customer whether there were signs of torn or re-taped packaging upon delivery, as we cannot be liable without visible evidence

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-Prepared and submitted the DUOPHARMA daily report

-Escalated a case involving a parcel marked for RTS after failed delivery. The shipper requested the status be reverted, so I updated operations with the new address.

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-Prepared and submitted the DUOPHARMA daily report

-Recovery team needed additional proof for damaged parcel. Advised shipper to check with their customer and submit required photos to proceed further.

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-Prepared and submitted the DUOPHARMA daily report

-Created GRN and checked restock requirement for earlier request. Also followed up on unresolved FSR cases.

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-Prepared and submitted the DUOPHARMA daily report

-RPU parcel not yet picked up. Notified relevant hub again and updated shipper on status. Ensured tracking was visible in syst

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-Prepared and submitted the DUOPHARMA daily report

-Today I created a GRN tracking number in Salesforce. I also assisted a shipper with an inquiry about a parcel on hold due to damages and advised them to keep the item until further instructions.

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-Prepared and submitted the DUOPHARMA daily report

-Handled a case where the shipper requested a tax invoice. I escalated the issue to the finance team and transferred the case to their bucket in Salesforce.

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SUN

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Agong's Birthday 2025

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-Prepared and submitted the DUOPHARMA daily report

-Created GRN tracking number for 3 days. I also assisted a shipper whose parcel status showed “pending pickup” even though it was already dropped off at Shah Alam warehouse, so I escalated to the recovery team for inbound scanning.

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-Prepared and submitted the DUOPHARMA daily report

-Received a complaint from a shipper that the parcel was held too long at our warehouse. I escalated the matter to the operations team to expedite outbound delivery to the hub.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. Additionally, I assisted a shipper who requested waiver of a delivery fee for an RTS (Return to Shipper) case, and escalated it to finance, who advised to issue a credit note.

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-Prepared and submitted the DUOPHARMA daily report

-Supported a shipper inquiry about why a parcel was on hold. I explained that since it was an MPS parcel, delivery would only proceed once all cartons arrived at the destination hub.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. I also handled a shipper request regarding pickup without printed AWB; I escalated to the hub to prepare soft copy printing before pickup.

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-Prepared and submitted the DUOPHARMA daily report

-A shipper requested the TN POD for a returned parcel. I assisted by escalating to ensure the POD was shared as they claimed not to have received the RTS parcel.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. I also handled a fake delivery complaint where the parcel status showed “completed” but the shipper reported it was never delivered.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. I also handled a fake delivery complaint where the parcel status showed “completed” but the shipper reported it was never delivered.

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-Prepared and submitted the DUOPHARMA daily report

-Assisted a shipper complaint regarding a damaged parcel. Since the complaint was raised more than 7 days after delivery, I explained we could not proceed with investigation.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. I also handled a case where a shipper wanted to revert an RTS status and update to a new address for failed delivery.

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-Prepared and submitted the DUOPHARMA daily report

-A shipper inquiry came regarding a parcel marked as pending pickup but already dropped off. I requested the manifest as proof and escalated to the recovery team for verification.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. Also handled a case where the customer received a damaged parcel; escalated to the recovery team for investigation and possible compensation up to RM200 depending on packaging compliance.

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-Prepared and submitted the DUOPHARMA daily report

-A shipper questioned why their parcel was not picked up. Upon checking, no reservation had been made, so I guided them to create a reservation and escalated to the pickup team.

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-Prepared and submitted the DUOPHARMA daily report

-Created a GRN tracking number. I also supported a shipper request to retrieve POD and RDO images, and escalated to ensure the RDO was returned quickly.