Customer Experience Specialist

4 days ago

Union City, Georgia, United States STORD Full time
About the Role

Stord is a 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. As a Customer Experience Specialist at Stord, you will play a pivotal role in owning and enhancing the customer experience for a specific subset of accounts.

Key Responsibilities
  • Account Ownership: Serve as the primary, single-threaded owner of customer experience for a subset of key accounts, overseeing all aspects of their experience with Stord.
  • Subject Matter Expertise: Develop and maintain deep knowledge of specific operational processes related to your accounts, positioning yourself as a go-to expert.
  • Complex Issue Resolution: Handle advanced customer issues by applying your in-depth understanding of client-specific operations, ensuring efficient and effective solutions.
  • Client Relationship Management: Build and nurture strong, lasting relationships with your accounts, acting as their primary point of contact for escalated inquiries.
  • Operational Collaboration: Work closely with logistics, operations, and supply chain teams to tailor processes and resolve issues specific to your accounts.
Requirements
  • 1-3 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. Intermediate to advanced Excel knowledge required, SQL knowledge is a plus.
  • 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.
About Stord

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.

Perks
  • 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.

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