Customer Experience Specialist

2 months ago

Hebron, United States STORD Full time

Stord is the leading commerce enablement provider of fulfillment services and technology that powers seamless checkout and delivery experiences for high-volume mid-market and enterprise brands across all channels. Stord manages over $5 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms.

With Stord, brands can sell more, save money, and reduce headaches.With Stord, brands can increase cart conversion, improve unit economics, and drive customer loyalty. Stord's end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, Native, Tula, American Giant, and more trust Stord to make their supply chains a competitive advantage. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, and Salesforce Ventures.

Join us to help empower commerce brands with the best end-to-end customer and delivery experience.

About the Customer Experience Specialist Position:

The Customer Experience Specialist plays a pivotal role in owning and enhancing the customer experience for a specific subset of brands.
This role will require deep engagement and partnership with brand partners and internal Stord departments including systems, operations, parcel, and finance to understand pain points impacting both Stord and the customer. Working collaboratively cross functionally, the CES owns driving process improvements to deliver scalable and sustainable solutions resulting in exceptional brand experiences deepening brand loyalty to Stord.Your role will require strong communication skills, a combination of project and relationship management, quality management and retention efforts, as well as a keen ability to identify and remove blockers to assigned brands growth and success while also expanding adoption of Stord services.

This role is available for candidates located in or willing to relocate to Cincinnati, Atlanta, or Las Vegas

What You'll Do:

  • Brand Ownership: Serve as the strategic owner of a brand's experience at Stord.
  • Subject Matter Expert: Develop and maintain deep knowledge of specific operational processes, intertwining business objectives with Stord Objectives/Services/Offerings
  • Quality Management and Retention: Handle advanced customer initiatives by applying your in-depth understanding of brand-specific goals, creating efficient and effective solutions.
  • Project Management: Own/Identify/Remove blockers for your associated brands, and support growth
  • Client Relationship Management: Build and nurture strong, lasting relationships with your accounts, acting as their primary point of contact for inquiries.
  • Internal Collaboration: Work closely with operations, finance, parcel and other internal collaborations to ensure swift identification and resolution of opportunities and challenges for your associated brands.
What You'll Need:
  • 2-6 years of experience in customer service, with a strong preference for experience in logistics or operations-focused environments.
  • Demonstrated ability to manage complex customer situations and resolve high-level issues.
  • Strong analytical skills with the ability to process operational data and customer feedback effectively.
  • Superior communication skills, both verbal and written.
  • Proficiency in customer support software and CRM systems.
Bonus Points:
  • Bachelor's degree in Business Administration, Supply Chain Management, or related field
  • Strong on-site communication and interpersonal skills
  • Prior experience or knowledge in logistics and supply chain management, particularly as it relates to specific client operations, is highly preferred
  • Previous start-up experience
  • Proven capability in enhancing customer satisfaction through innovative problem-solving and process improvement
Culture Snapshot:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below are a few perks of joining our team:
  • Competitive salary and bonus
  • Friendly, Passionate, and Intelligent Employee Base
  • Creative Problem Solving and Entrepreneurial Thinking
  • Fast-Paced Environment
  • Low-Ego, Solution-Driven Culture
  • Community Involvement and Volunteer Opportunities
  • Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More
Benefits:
  • 401(k)
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • Health Savings Account (HSA) option
  • Employee Assistance Program (EAP) - Mental Health Resources
  • Paid Parental Leave
  • Gym Stipend
  • Paid Time Off
  • Paid holidays
  • And more

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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