LOCAD is APAC’s first end-to-end fulfillment platform for eCommerce brands. Through our integrated technology platform, we connect brands to a network of warehouses and logistics partners, connecting to all the major sales platforms; Lazada, Shopee, Woocommerce, and Shopify to build Supply Chain as a Service.
Our mission is to democratize the supply chain and support the rapid and exciting expansion of eCommerce across APAC.
What you’ll focus on
- First and foremost, you’ll be the brand ambassador for Locad, but also the support function that our customers use to ensure they get the most out of the Locad platform. Your objective is to build long-term relationships that are built on trust. After all, the customers we bring on board are building their business and we are key to their success, as they are to ours.
- Own the account management and monthly business review process for assigned LOCAD brands
- Manage and represent assigned LOCAD brands with internal stakeholder
- Ensure brand inquiries are prioritized and answered within Service Level Agreement (SLA)
- Assist in updating/improving the Customer Success Management (CSM) knowledge-base and account management Standard Operating Procedures (SOPs)
- Continuously secure actionable brand feedback to improve LOCAD offering.
- Lead & Coach junior Customer Success colleagues.
What you bring
- Passionate for Customer success and customer relationships.
- Moving 1000’s items daily means the process provides the opportunity for a large number of potential issues. Being calm, data-driven, and able to handle pressure is key.
- Previous experience within a similar environment, SaaS, Logistics, eCommerce would all be very advantageous.
- A data-driven and analytical approach, able to review processes and drive meaningful insights.
- Excellent communication skills both written and verbal, someone that can actively listen, show empathy and offer solutions.
- A positive attitude.
What you’ll get
- Annual Performance Bonus
- 25 days personal time off.
- Personal health care coverage/allowance.
- Generous equipment allowance.
- Personal annual learning and development budget.
- Work from home, future development will see a blended option of office and home.
We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
LOCAD
