Associate Manager

5 days ago

Manila, National Capital Region, Philippines Locad Full time ₱1,200,000 - ₱3,600,000 per year

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 organizes 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.

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:

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
    .
  • Identify root causes of issues and work cross-functionally with
    warehouse, fulfilment, and operations teams
    to prevent recurrence.
  • Handle critical escalations
    that could impact fulfilment, brand reputation, or financials.

2. Account Success Management

  • Build strong merchant relationships
    and serve as their trusted advisor.
  • Monitor fulfilment SLAs
    (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
  • Ensure all operations and billing comply with
    contract terms and SOPs
    .
  • Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs)
    to analyze sales trends, fulfilment performance, shipping efficiency, and financials.
  • Identify
    upselling and cross-selling opportunities
    , driving revenue growth through new services, channels, and markets.

3. 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 We're Looking For

  • 2+ years of experience in
    Customer Success, Account Management, or Operations
    (preferably in
    e-commerce, logistics, or fulfilment
    )
  • 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 & fulfilment 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.

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