Customer Experience Associate

About the Role and Company

Stord, known as The Consumer Experience Company, is dedicated to delivering seamless checkout and delivery services for top brands. Experiencing rapid growth with plans to double revenue within 18 months, Stord is expanding teams company-wide to fulfill this ambitious goal. It integrates advanced commerce-enablement technology with large-scale fulfillment, managing over $10 billion in commerce annually through comprehensive warehousing, fulfillment, transportation, and software platforms like OMS, Pre- and Post-Purchase systems, and WMS.

Stord empowers brands to compete with retail giants by enhancing cart conversion rates, improving unit economics, and fostering loyalty among customers. Their end-to-end solutions harness omnichannel fulfillment and shipping alongside leading technologies to ensure swift shipping, dependable delivery commitments, broader channel access, and enhanced order margins.

Trusted by prominent direct-to-consumer and B2B companies such as AG1, True Classic, Native, Seed Health, quip, goodr, and Sundays for Dogs, Stord operates from its Atlanta headquarters with a presence throughout the United States, Canada, and Europe. The company is supported by notable investors including Kleiner Perkins and Salesforce Ventures.

Responsibilities

• Deliver prompt and accurate assistance to clients via multiple communication channels including Salesforce, email, and Slack, adhering to predefined service level agreements for response and resolution times as well as customer satisfaction metrics.
• Quickly acknowledge and prioritize incoming requests to enable timely client engagement.
• Maintain professional and clear communication throughout all client interactions, providing consistent updates until case resolution.
• Oversee assigned cases from reception through to completion by following established procedures and updating case details accurately in Salesforce.
• Resolve straightforward client inquiries using standard operating procedures and escalate complex issues to experienced team members when necessary.
• Adhere rigorously to workflows, processes, and documentation standards to ensure quality and completeness in case management.
• Identify gaps or uncertainties in current processes and escalate these observations to leadership for review.
• Collaborate effectively with internal departments to facilitate case resolution, asking for guidance when encountering unfamiliar situations.
• Contribute positively to the team environment by fostering professionalism and accountability.
• Build a solid understanding of company systems, workflows, and client requirements, continuously applying feedback to enhance personal performance and problem-solving ability.
• Aim to advance towards managing increasingly complex cases with decreased supervision over time.

Qualifications

• A minimum of two years’ experience in customer support, client service, or a related discipline.
• Exposure to fast-moving, customer-facing, or supply chain contexts is favored.
• Competence with CRM platforms or ticket management systems is preferred.
• Ability to effectively handle multiple software tools and systems simultaneously.