Customer Success Executive [MY]

Omni HR; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Locad is seeking a Customer Success Executive to be the day-to-day partner for assigned brands, coordinating with warehouse partners and Operations to resolve issues and deliver excellent service. You will manage relationships, track issues, and ensure timely resolutions in a fast-paced fulfillment environment.

Ideal candidates are organized, customer-focused, and able to translate brand needs into concrete actions.

Qualifications

• 1 to 3 years of experience in Customer Success, Account Management, Customer Support, Operations, or a related field.
• Strong communication and relationship-building skills, with the ability to work professionally with brands and internal stakeholders.
• A proactive and solutions-oriented mindset, with the willingness to investigate issues and coordinate actions through to resolution.

Responsibilities

• Manage day-to-day relationships with assigned brands and serve as their primary point of contact for operational updates, service concerns, and support requests.
• Coordinate with Warehouse partner and Operations teams to investigate and resolve issues efficiently; translate brand concerns into actionable tasks.
• Monitor fulfilment metrics and support preparation of Monthly/Quarterly Business Reviews with performance data and insights.
• Assist in ensuring contracts, SLAs, rate cards, and SOPs are followed and support billing-related inquiries and renewals.

Skills

Communication

Relationship-building

Organisation & follow-through

Tools

Excel

CRM tools

Ticketing systems

Job description

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 organizes end-to-end order fulfillment 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.

Locad. All Systems Go.

We're looking for a Customer Success Executive who will be the day-to-day partner of our assigned brands, helping them get the most out of Locad's fulfillment solutions. You will manage brand relationships, coordinate with warehouse partner and Operations team to resolve issues, and ensure that concerns are followed through from initial report to complete resolution.

This role is ideal for someone who is highly organized, customer-focused, and comfortable working in a fast-paced fulfillment environment. You will connect the needs of our brands with the teams operating on the ground, turning operational challenges into timely actions and better customer experiences.

What you'll focus on

1. Brand Account Management

• Manage day-to-day relationships with assigned brands and serve as their primary point of contact for operational updates, service concerns, and support requests.
• Build strong, responsive, and professional relationships with brand partners by understanding their business needs and fulfilment requirements.
• Maintain regular communication with assigned brands and provide timely, clear updates on open issues, action items, and service performance.
• Monitor account health and proactively identify service gaps, risks, and opportunities to improve the brand experience.
• Maintain accurate account records, action plans, communications, and follow-ups in the CRM or relevant systems.

2. Ticket and Escalation Coordination

• Receive, assess, and coordinate brand concerns, support requests, and operational escalations through the appropriate ticketing and communication channels.
• Work closely with the Warehouse partner and Operations teams to investigate and resolve issues efficiently.
• Translate brand concerns into clear operational actions and ensure the right internal teams are engaged.
• Follow up on open tickets and escalations to ensure timely resolution, complete documentation, and appropriate closure.
• Keep brands informed of progress, expected timelines, resolutions, and any preventive actions.
• Escalate complex, recurring, or high-impact issues to the appropriate team lead or manager.
• Help identify root causes and recurring issue trends, and contribute to improvements in processes, SOPs, and service delivery.

3. Account and Fulfilment Performance Support

• Monitor key fulfilment and service metrics for assigned brands, including on-time dispatch, order accuracy, inventory availability, order cancellations, ticket resolution, and shipping performance.
• Support the preparation of Monthly Business Reviews and Quarterly Business Reviews by gathering performance data, operational updates, and key account insights.
• Highlight service gaps and work with internal teams to develop and track corrective actions.
• Help ensure that fulfilment activities and service delivery comply with agreed contracts, SLAs, rate cards, and SOPs.
• Share relevant brand feedback with internal teams to support continuous improvement and better customer experience.
• Identify potential upselling and cross-selling opportunities and coordinate with the appropriate commercial or account management team.

4. Contract and Billing Support

• Assist in ensuring that services provided to assigned brands align with contract terms, rate cards, SLAs, and operational procedures.
• Support invoice validation and coordinate with Finance and internal teams to investigate billing discrepancies.
• Assist with shipping rate updates, billing checks, and the resolution of brand questions related to charges and services.
• Track important account dates, including contract renewals and expiry timelines, and support re-contracting activities as needed.
• Maintain complete and accurate commercial and billing-related account documentation.

What you bring

• 1 to 3 years of experience in Customer Success, Account Management, Customer Support, Operations, or a related field. Experience in e-commerce, logistics, fulfilment, or warehouse operations is an advantage.
• Strong communication and relationship-building skills, with the ability to work professionally with brands and internal stakeholders.
  Strong follow-through and organizational skills, with the ability to manage multiple brands, tickets, and priorities at the same time.
• A proactive and solutions-oriented mindset, with the willingness to investigate issues and coordinate actions through to resolution.
• Ability to collaborate effectively with Warehouse partner, Fulfilment, Operations, Finance, and other internal teams.
• Basic understanding of ticket management, fulfilment processes, service-level agreements, and operational escalations.
• Comfortable reviewing data, identifying service gaps, and preparing account updates and reports.
• Proficiency in Excel, CRM tools, ticketing systems, and other reporting or communication tools.
• Willingness to learn, receive feedback, and work in a fast-paced, operational environment.

Work arrangement

This is a full-time role reporting to the warehouse 5 x a week