What are the responsibilities and job description for the Customer Experience Associate 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.
As a Customer Experience Associate at Stord, you'll play a vital role within the Customer Experience team, engaging directly with our customers and promptly resolving tier 1 issues. You will serve as the immediate customer interface and first line of contact for issue resolution. This role is predominantly on-site, requiring regular visits to the operational floor for quick triage of time-sensitive requests. CEAs are integral to our customer relationship management, offering a hands-on approach to addressing operational challenges.
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.
As a Customer Experience Associate at Stord, you'll play a vital role within the Customer Experience team, engaging directly with our customers and promptly resolving tier 1 issues. You will serve as the immediate customer interface and first line of contact for issue resolution. This role is predominantly on-site, requiring regular visits to the operational floor for quick triage of time-sensitive requests. CEAs are integral to our customer relationship management, offering a hands-on approach to addressing operational challenges.
What You’ll Do
- On-Site Customer Liaison: Serve as the primary point of contact for customer interactions, managing daily communications primarily from our fulfillment centers.
- Direct Issue Resolution: Tackle tier one issues, such as requests for order prioritization, cancellations, and inventory checks, requiring immediate decision-making.
- Immediate Issue Triage: Proactively address customer issues while on-site, with regular visits to the operational floor for rapid, one-touch response to urgent requests.
- Operational Collaboration: Work closely with the operations team to swiftly resolve routine customer requests and issues.
- Level 2 Escalations and Coordination: Identify and escalate complex issues to client-assigned Customer Experience Specialists, ensuring effective communication between customers and operations.
- Collaborative Account Support: In this role, you will not be the primary owner of specific accounts. Instead, you'll support a variety of accounts within the building, working alongside other CEAs. This collaborative approach ensures comprehensive coverage and support for all our customers, enhancing our operational flexibility and responsiveness.
- 1-2 years of experience in customer service or a similar role.
- Strong on-site communication and interpersonal skills.
- Capable of managing, prioritizing, and physically navigating tasks in a fast-paced setting.
- Proactive problem-solving skills with a detail-oriented mindset.
- Previous experience with a 3PL or supply chain organization
- Previous customer service experience is preferred.
- Knowledge of Zendesk, Salesforce, or similar customer support platforms is beneficial.
