Customer Experience Manager

2 months ago

Union City, Georgia, United States STORD Full time

About the Customer Experience Specialist Position:

The Customer Experience Specialist at Stord plays a pivotal role in owning and enhancing the customer experience for a specific subset of accounts. This role will require deep engagement with available data sources and involvement in the operation to understand pain points impacting both Stord and the customer and to co-drive process improvements to solve for the long-term.

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:

  • Experience: 1-3 years of experience in customer service, with a strong preference for experience in logistics or operations-focused environments.
  • Skills: 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.
  • Education: Bachelor's degree in Business Administration, Supply Chain Management, or related field.

Preferred Qualifications:

  • Logistics and Supply Chain Experience: Prior experience or knowledge in logistics and supply chain management, particularly as it relates to specific client operations, is highly preferred.
  • Start-up Experience: Previous start-up experience.
  • Customer Satisfaction: Proven capability in enhancing customer satisfaction through innovative problem-solving and process improvement.

About Stord:

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. We manage over $5 billion of commerce annually through our fulfillment, warehousing, transportation, and operator-built software suite, including OMS, Pre- and Post-Purchase, and WMS platforms.

Our Culture:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. 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.

Benefits:

  • Competitive Salary and Bonus: We offer a competitive salary and bonus structure.
  • Employee Benefits: We provide a range of employee benefits, including 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, and paid holidays.

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