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: -

Nur Nazatul Fateha bt Mohamad Amran,

Executives, Client Success Management (B2B)

☎️017-2253579

📩fateha.mohamadamran@ninjavan.co

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

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

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.

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

-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.

-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.

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

-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.

-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.

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

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

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

-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.

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

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

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

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

-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

-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.

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

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

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

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-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.

-Assisted a shipper asking about a delivery status. I updated them that the parcel was handed over to a third-party logistics partner and provided the external tracking link.

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

-On this day, I was informed to stop handling the GRN tracking number creation, as the task has been reassigned to another PIC from a different department.

-A shipper inquiry was received regarding parcel damage claims. I escalated the case to the recovery team, who will decide eligibility for compensation depending on packaging compliance.

-I also managed a case where a shipper requested an update on pouch and flyer supply orders; escalated to the fulfillment team to share tracking details.

-A shipper requested to change the delivery address, but the parcel was already on vehicle for delivery (OVFD). I immediately informed the hub to stop the delivery and update the details

-Explained to a shipper that their parcel was on hold due to an incomplete MPS shipment, as not all items had reached the hub. To prevent missing parcels, we kept it on temporary hold until the set was complete.

-Handled a shipper inquiry about whether items exceeding 100 cm in dimension could be shipped. I escalated the request to their account manager for confirmation and further assistance.

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

-A shipper complained that their account was frozen. I escalated to the finance team to check for overdue payments and provided Peakflo details so the shipper could settle the balance before reactivation.

-Handled FSR cases involving damaged parcels and tracking issues. Escalated missing parcel cases to the recovery team.

-Followed up on parcel delivery delays and expedited shipments stuck at destination hubs. Assisted with general shipper inquiries

-Assisted with shipper requests for self-collection and shared hub details. Helped shipper resolve tracking number errors.

-Handled FSR involving shipper’s claim inquiries and redelivery for lightly damaged parcels. Supported escalation for unscanned picked-up parcels

-Resolved parcel status inquiries. Updated shippers on delivery attempts and reminded to provide alternate contacts if delivery failed.

-Parcel already OVFD but shipper insisted on RTS. Informed parcel was delivered and explained the next steps if retrieval is required.

-Worked on a pickup issue involving RPU parcels. Notified the relevant hub to retrieve the parcel from the customer as the pickup team does not handle RPU collections.

-Updated a shipper that their parcel was on hold due to invalid delivery information. I asked them to provide the correct contact details since our driver could not reach the customer.

-A shipper asked about a parcel status that was meant for Singapore delivery. I escalated to the Singapore team to provide updates and help expedite the shipment.

-The shipper requested an income statement. I escalated to the finance team to generate and provide the required financial document.

-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.

-I assisted a shipper who inquired about a parcel on hold due to damage. I advised them to provide the parcel condition and list of damaged items, and not to dispose of anything until further instructions were given.

-Assisted in a case where a parcel was put on hold due to suspected prohibited content. I contacted the shipper to provide supporting documents and clarify the nature of the parcel before further processing.

-Managed a shipper complaint about why their return parcel was not yet picked up from the customer. Upon checking, our driver had already been informed by the customer to postpone pickup since they were not at home, and I attached the conversation as proof for the shipper’s reference.

-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.

-Received a request from a shipper to return parcels that had been aging in our system for more than 7 days, while our SLA is only 3 days. I escalated to the operations team to prioritize the return process.

-Monitored newly raised tickets involving missing parcels. Escalated to the recovery team for tracing and kept the shipper updated on progress.

-"This dinner is a small token of appreciation for everyone’s hard work and the success of B2B FY25"

-Handled a claim request from a bridal boutique for a damaged parcel. Based on the parcel’s condition, we were liable, but the shipper was dissatisfied with the maximum claim limit of RM200 since the parcel’s value exceeded this amount.

-Explained to a shipper that their parcel was on hold to avoid partial delivery. The MPS cartons had not all arrived at the destination hub, so the shipment was temporarily withheld.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Assist Shipper inquiry in FSR

-A shipper requested to be assigned a new PIC/account manager as their previous PIC had resigned. I escalated the request to the relevant team for reassignment.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update UPS pickups through Google Sheet for past week.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Handled a shipper complaint that their parcel was wrongly delivered to another house; I escalated it to the last-mile team and attached the photo of the correct address provided by the shipper..

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update RDO status for shipper Pinly Garment.

-I assisted a shipper who complained of weight overcharge for a parcel, and I escalated it to the operations team and finance for review and possible credit note issuance.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update RDO status for shipper Chek Hup.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update UPS pickups through Google Sheet for past week.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-I handled a case where a bridal boutique shipper was still not satisfied with the RM200 claim amount and reported the matter to MCMC, but it was rejected as the contract clearly stated RM200 as the maximum liability.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-I managed a case where a shipper asked for an update on a parcel stuck in Singapore, so I escalated it to the SG team for follow-up.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-I assisted a shipper whose parcel was on hold due to invalid contact details, and I requested the correct information to proceed with delivery.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub.

-In addition, I handled a shipper complaint regarding a wrong delivery address and escalated it to the last-mile team for correction.

-A shipper raised a complaint of weight overcharge on their parcel. I escalated to the operations team for verification while awaiting the finance team’s decision on issuing a credit note.

-Informed a shipper that their parcel was cancelled because it was detained by customs for containing dangerous goods. I explained that the parcel would either be returned to sender or disposed of, depending on customs’ decision.

-Escalated a complaint where the courier delivered to the wrong house without contacting the consignee. The shipper provided a photo of the correct address, which I forwarded to the last-mile team for immediate follow-up.

-A shipper requested additional flyers and pouches. I confirmed with the relevant team that their supply order was not approved due to low shipment volume last month, and advised them to place a new order if they were running low.

-A shipper who had already submitted a claim asked for an update. I informed them that processing takes 14–30 working days after invoice submission and escalated to the recovery team for current status.

-For a Singapore-bound parcel, I informed the shipper that if it was returned, it would be stuck at Ninja Van SG’s RTS storage. I requested confirmation whether to redeliver or RTS and guided them to update their dashboard accordingly.

-Handled a case where a parcel was wrongly routed in the linehaul process. I coordinated with the relevant hub to redirect the parcel to the correct linehaul route, ensuring timely delivery and reducing the risk of further delays.

-Managed a shipper complaint regarding a parcel that was disposed of due to being classified as a dangerous good. I explained the investigation process, highlighted the policy for parcels below RM500, and requested supporting documents from the shipper before proceeding with disposal or return-to-sender (RTS).

-Addressed an issue involving a multi-piece shipment (MPS) that was placed on hold because some parcels were with the RTM team while others were already at the last mile hub. I escalated the matter to RTM to retrieve the remaining parcels so that delivery could proceed together without risk of loss.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update UPS pickups through Google Sheet for past week.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Update UPS pickups through Google Sheet for past week.

-Provided assistance to shippers via WhatsApp when customer service managers (CSMs) were occupied and no backup staff was available. I ensured queries were acknowledged quickly, escalated urgent matters to the right team, and maintained smooth communication with clients.

-Escalated a case for a non–next day delivery shipper who requested an urgent pickup and delivery arrangement. I coordinated with the Operations Team to make a special arrangement so that the parcel could reach the consignee within the required timeframe.

-Also pushed daily aging updates for DUOPHARMA and Touch ‘n Go shippers to the relevant hub

-Assisted the Recovery Team by escalating a complaint involving a damaged parcel claim. I verified whether the parcel met packaging guidelines and provided the shipper with updates on claim eligibility in line with company policies.

-Responded to a shipper complaint regarding parcels on hold at the warehouse for an extended period. I escalated the issue to the Operations Team to expedite the outbound process and ensure delivery resumed promptly.

-Managed a complaint from a shipper about a fake proof of delivery (POD). I escalated the issue to the Last Mile Team for investigation and provided the shipper with updates while awaiting confirmation.

-As my internship approached its final stage, I no longer assisted in Salesforce case handling to avoid cases being reassigned back into my bucket after my departure. Instead, I concentrated on finalizing redelivery order (RDO) statuses for shippers such as Veloce and Anakku.

-As my internship approached its final stage, I no longer assisted in Salesforce case handling to avoid cases being reassigned back into my bucket after my departure. Instead, I concentrated on finalizing redelivery order (RDO) statuses for shippers such as Pinly Garment and Chek Hup.

-As my internship approached its final stage, I no longer assisted in Salesforce case handling to avoid cases being reassigned back into my bucket after my departure. Instead, I concentrated on finalizing redelivery order (RDO) statuses for shippers such as Faber Castell

-A shipper requested to change the delivery address, but the parcel was already on vehicle for delivery (OVFD). I immediately informed the hub to stop the delivery and update the details

-A shipper was unable to create an order for Singapore due to repeated system errors, which also affected domestic order creation. I emailed the PIC/account manager to contact the shipper directly and assist further.

FIFO – First In, First Out
LIFO – Last In, First Out
GRN – Goods Received Note
DO – Delivery Order
PO – Purchase Order
3PL – Third-Party Logistics
LTL – Less Than Truckload
POD – Proof of Delivery
ETA – Estimated Time of Arrival
SLA – Service Level Agreement
OVFD – On Vehicle for Delivery
PIC – Person In Charge
CSM – Customer Service Manager
RDO – Redelivery Order