What are the responsibilities and job description for the Customer Experience Specialist position at Stord?
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.
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. You will serve as the operational subject matter expert for customer-facing interactions in business review communications and updates. Your role will involve a blend of problem-solving, relationship management, and a thorough understanding of operational intricacies, ensuring that our customers receive unparalleled service.
What You'll Do
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.
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. You will serve as the operational subject matter expert for customer-facing interactions in business review communications and updates. Your role will involve a blend of problem-solving, relationship management, and a thorough understanding of operational intricacies, ensuring that our customers receive unparalleled service.
What You'll Do
- 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.
- 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.