Customer Success Executive [CN]

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 fulfillment through our reliable network of warehouses and shipping partners across Singapore, Malaysia, the Philippines, Thailand, Indonesia, China, Australia, the USA, Saudi Arabia, and the 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.

 

Role Overview We’re looking for a Customer Success Executive based in Bantian, Shenzhen, to serve as the day-to-day point of contact for our assigned global brand partners, helping them maximize value from Locad’s end-to-end fulfillment solutions. You will manage client relationships, coordinate with warehouse operations, logistics and technical teams to resolve issues, and ensure all concerns are followed through from initial report to full resolution.

This role is ideal for someone who is highly organized, customer-centric, and thrives in a fast-paced cross-border fulfillment environment. You will bridge the needs of our brand partners with on-the-ground operations teams, turning operational challenges into timely actions and elevated customer experiences.

 

What you'll focus on

1. Client Support & Ticket Management Handle daily customer inquiries via email, phone and online channels, and manage the end-to-end ticket lifecycle across global brand accounts. Assess support requests, track resolution progress, and deliver timely, clear responses to maintain high service quality and customer satisfaction. Ensure complete documentation and proper closure of all support tickets.
2. Billing & Charge Resolution Perform monthly billing reconciliation for assigned accounts. Clearly explain pricing rules, rate cards and fee details to brand partners, follow up on billing discrepancies and abnormal charges, and coordinate with finance and operations teams to investigate and resolve billing disputes.
3. Account Relationship & Business Reviews Manage ongoing relationships with assigned brands as their primary operational contact. Conduct regular business reviews, proactively collect client feedback, identify service gaps and risks, and drive internal service improvements. Maintain accurate account records, action plans and communication logs in CRM systems.
4. Cross-functional Fulfillment Issue Resolution Collaborate with warehouse operations, logistics and technical teams to troubleshoot fulfillment exceptions, delivery issues and system-related concerns. Translate client requirements into clear operational actions, follow up on escalations to ensure timely resolution, and keep brands informed of progress, expected timelines and outcomes. Identify root causes of recurring issues and contribute to SOP and process improvements.
5. Retention & Revenue Growth Support the full contract renewal process and track key account milestones including expiry timelines. Identify upsell and cross-sell opportunities within existing accounts, and coordinate with commercial teams to drive customer retention and revenue growth.

What you bring

• 2+ years of experience in Customer Success, Account Management, Customer Support, Operations or a related field
• Experience in e-commerce, cross-border logistics, overseas warehousing fulfillment or warehouse operations is a strong advantage
• Fluent in written and spoken English, with the ability to communicate independently with overseas clients and internal stakeholders
• Strong organizational and follow-through skills, with the ability to manage multiple accounts, tickets and priorities simultaneously
• Proactive, solutions-oriented mindset with a commitment to seeing issues through to full resolution
• Ability to collaborate effectively across warehouse, operations, finance, technical and other internal teams
• Basic understanding of fulfillment processes, service level agreements and operational escalation workflows
• Proficiency in Microsoft Excel; experience with CRM tools (HubSpot / Zendesk) is a plus
• Willingness to learn, adapt to feedback and grow in a fast-paced, high-growth operational environment

Compensation & Benefits

• Annual salary package
• Full statutory social insurance with 12% housing fund contribution
• Comprehensive benefits including HMO commercial medical insurance effective from day one of employment
• 15 days of paid annual leave, 10 days sick leave plus statutory public holidays
• Company-issued MacBook for daily work
• Annual professional learning stipend for skill development and upskilling
• Open, inclusive and flat culture with a global distributed team

Work Arrangement This is a full-time on-site role located in Bantian, Shenzhen, supporting our global brand partners and cross-border operations.