Associate Manager

4 weeks ago

Metro Manila Philippines Locad Full time

Why Join Locad? Bonus: Competitive annual and performance bonuses to recognize your achievements. Generous PTO: 25 days of paid time off. Comprehensive Health Coverage: HMO starting from day one. Top-Tier Equipment: MacBook provided. Professional Growth: Annual learning and development budget. Key Responsibilities Primary POC: Serve as the primary point of contact for client inquiries, support requests, and escalations. Ticket Management: Manage and resolve support tickets efficiently, ensuring a 90% one‑touch resolution rate. Root Cause Analysis: Identify root causes of issues and work cross‑functionally with warehouse, fulfillment, and operations teams to prevent recurrence. Escalation Handling: Handle critical escalations that could impact fulfillment, brand reputation, or financials. Account Success Management Merchant Relationships: Build strong merchant relationships and serve as their trusted advisor. Fulfilment SLAs: Monitor fulfilment SLAs (on‑time dispatch, order cancellations) and work proactively to address service gaps. Operations Compliance: Ensure all operations and billing comply with contract terms and SOPs. Business Reviews: Conduct monthly and quarterly business reviews to analyze sales trends, fulfilment performance, shipping efficiency, and financials. Revenue Growth: Identify upselling and cross‑selling opportunities, driving revenue growth through new services, channels, and markets. Contract Accuracy: Validate invoices, track payments, and follow up on overdue collections. Update shipping rates to reflect carrier price changes and ensure billing accuracy. Renewal & Expansion: Identify opportunities for contract renewals and service expansions. Manage re‑contracting and proactively engage merchants before contract expiry. What We’re Looking For 4+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfillment). Strong problem‑solving skills with a proactive and solutions‑oriented mindset. Ability to manage escalations effectively and provide root cause analysis. Excellent communication and relationship‑building skills. Experience with contract management, SLAs, and billing reconciliation. Proficiency in Excel, CRM tools, and ticketing systems. Preferred Knowledge of warehouse operations & fulfillment processes. Experience with HubSpot, Zendesk, or similar tools. How to apply The best way to apply is to follow the link to our website. If you don’t have a CV, a LinkedIn profile will do. Every application will receive a response. #J-18808-Ljbffr

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