Customer Experience Associate

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Combining comprehensive commerce-enablement technology with high-volume fulfillment services provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

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, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. 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, Strike Capital, Baillie Gifford, and Salesforce Ventures.

Job Profile Summary
About the Customer Experience Associate Position:
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.

What You'll Need:

• 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.
• Knowledge of Zendesk, Salesforce, or similar customer support platforms

Bonus Points:

• Previous experience with a 3PL or supply chain organization
• Previous experience at a start-up or other fast-paced environment