Customer Success & Operations Specialist

About Us Locad is a technology-led fulfillment platform that connects e-commerce brands to a network of warehouses, carriers and sales channels through one system. Our TX fulfillment center serves US direct-to-consumer brands across apparel, home goods, beauty and wellness, handling inbound receiving, storage, pick-pack, D2C/B2B shipments and returns. The site runs with a partner warehouse team on the floor and Locad owning the brand relationship. This role is Locad's on-site owner of that relationship: the person brands trust to get their inventory live, their orders out and their problems solved. About the Role You will own the brand experience at Mesquite, from a brand's first inbound shipment to its day-to-day orders, returns and escalations. Half of the job is customer success: onboarding new brands, running their daily communication and keeping them informed and confident. The other half is operations: understanding what happens on the warehouse floor well enough to spot where a process broke, explain how it affects the brand, and drive the fix. You will share warehouse coordination with our site operations lead. You do not need to run the floor, but you do need to read it: why an ASN can't be closed, why unlabeled or mixed-SKU cartons slow receiving, why a carrier error is holding orders at pack stations. Then you translate that into clear next steps for both the brand and the warehouse. Success looks like brands that go live on time, inventory that matches the system, orders that ship within SLA, and escalations that are resolved before they become a crisis. Duties and Responsibilities Brand onboarding (about 20%): Lead new brands from contract signature to go-live: kickoff calls, timelines, inbound planning and first-shipment readiness. Understand brand requirements such as VAS, kitting, relabeling, shipping methods and carrier options, and confirm they work with internal teams before the first order ships. Train brands on the Locad platform, tools and inbound process during onboarding and after go-live. Report on onboarding status, pipeline progress and projected go-live dates. Brand customer success (about 50%): Be the day-to-day point of contact for a portfolio of US brands, by our ticketing system, email, calls and messaging apps. Explain operational problems in plain language: what happened, why, the impact on their orders, and what we need from them. Run regular check-ins, monthly or quarterly business reviews and site visits with key brands. Monitor tickets and escalations for patterns, and push for longer-term fixes with internal teams. Act as the brand's advocate inside Locad, passing feedback to product, operations and commercial teams. Spot upsell and cross-sell opportunities (for example expansions to other countries, activating international shipping, VAS), support renewals, and flag churn risks. Manage smooth offboarding for churning brands, including final inventory reconciliation and outbound. Warehouse liaison (about 30%, shared with site operations lead): Support the warehouse in resolving brand escalations: give them the full context (order details, SKUs, what the brand reported), help them investigate, and follow up until the issue is closed. Get answers from the brand for the warehouse's open asks, so their work isn't held up. Pass brand requirements to the warehouse clearly before inbounds and go-lives, so the floor team knows what to expect. Review the warehouse's daily end-of-day summaries, pending-request lists and ASN statuses, and flag anything that affects a brand's orders or inventory. Work with the warehouse to find the root cause of errors (receiving, picking, labeling, carrier pickups), agree corrective actions, and then update the brand on what happened and what is being done. Work with the warehouse returns team to clear backlogs and send brand disposition decisions back to the floor. Track recurring warehouse issues by brand and push for lasting process fixes rather than one-off work…

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