About Locad
Locad is the logistics engine enabling e-commerce brands to systematically store, pack, ship, and track orders across Asia-Pacific, GCC and the USA. Our tech platform syncs inventory across online channels and organises end-to-end order fulfilment through our reliable network of warehouses and shipping partners across Singapore, Malaysia, the Philippines, Thailand, Indonesia, China, Australia, the USA, Saudi Arabia, and UAE with more locations opening soon. Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.
What you'll focus on
1. Client Support & Escalation Management
- Serve as the primary POC for client inquiries, support requests, and escalations.
- Manage and resolve support tickets efficiently, ensuring a 90% One-Touch Resolution Rate.
- Conduct structured root cause analysis on recurring issues — going beyond the immediate fix to build preventive systems, playbooks, and escalation paths that reduce repeat incidents.
- Handle critical escalations that could impact fulfilment, brand reputation, or financials — including multi-stakeholder situations where both internal teams and clients are resistant or in conflict.
- Define and own clear escalation frameworks: know when to absorb, when to escalate, and how to build a business case when neither side will budge.
2. Account Success Management
- Build strong merchant relationships and serve as their trusted advisor — prioritising long-term trust over short-term appeasement.
- Monitor fulfilment SLAs (e.g., on-time dispatch, order cancellations) through active dashboard management and defined KPI thresholds, not reactive reporting.
- Design and implement proactive service gap interventions before they surface as client complaints or SLA breaches.
- Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) that go beyond reporting — delivering data-backed recommendations, continuous improvement proposals, and operational experiments.
- Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.
- Adapt communication style and negotiation approach based on client profile — especially when managing difficult, high-pressure, or emotionally escalated stakeholders.
3. Operational Excellence & Process Improvement
- Own the identification and execution of process improvement initiatives — not just flagging issues but driving measurable change with before/after outcomes.
- Apply structured improvement methodologies (e.g., root cause analysis, Lean, continuous improvement cycles) to reduce operational failures and drive efficiency.
- Build and maintain operational playbooks, SOPs, and performance dashboards that enable the team to act faster and smarter during high-volume or crisis periods.
- Demonstrate personal ownership of at least one operational transformation per account cycle — whether process redesign, automation identification, or data-driven workflow improvement.
4. Contract & Billing Management
- Ensure all services align with contract agreements, rate cards, and SLAs.
- Validate invoices, track payments, and follow up on overdue collections.
- Update shipping rates to reflect carrier price changes and ensure billing accuracy.
- Identify opportunities for contract renewals and service expansions.
- Manage re-contracting and proactively engage merchants before contract expiry.
What you bring
Experience & Domain
- 4+ years in Customer Success, Account Management, or Operations — preferably in e-commerce, logistics, fulfilment, or 3PL environments.
- Demonstrated experience owning fulfilment KPIs (e.g., fulfilment rate, SLA %, order accuracy) with a clear understanding of thresholds and response protocols.
- Track record of personally driving operational improvements — not just identifying issues, but owning resolution with measurable outcomes.
Operational Depth
- Familiarity with process improvement frameworks (Lean, root cause analysis, continuous improvement cycles) and how to apply them in fast-moving environments.
- Experience building or managing operational dashboards, SOPs, or performance playbooks.
- Comfortable operating in high-ambiguity, multi-front crisis scenarios — not just steady-state account management.
Stakeholder & Communication Skills
- Strong negotiation skills with the ability to manage difficult clients, push back where necessary, and articulate why not without damaging the relationship.
- Ability to adapt communication style across different stakeholder profiles — from irrational or emotionally charged clients to resistant internal teams.
- Skilled at building business cases and escalation paths when resolution requires senior intervention.
Tools & Analytics
- Proficiency in Excel and data analysis; experience with CRM tools, ticketing systems, and reporting dashboards.
- Exposure to automation tools, BI platforms (e.g., Power BI, Tableau, Looker), or process improvement tech is a strong advantage.
Benefits & Perks
You'll become part of a diverse team that's globally distributed. We are a business that's been built in the post-pandemic era, each employee given flexibility to create and build in their space.
We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.
- Annual Bonus
- 25 days leave.
- Health Insurance.
- Generous equipment allowance.
- Annual L&D support.
