About the Operations Analyst I Position:

We are looking for a data and customer-driven Operations Analyst to join our growing Fulfillment team!

We are seeking a data-driven Operations Analyst to join our expanding Fulfillment team, focusing on delivering exceptional customer service and fostering strong relationships. In this role, you'll be at the forefront of our customer interactions, ensuring that Stord operates with customer-obsession daily. Join our team to make a meaningful impact in customer experience and operational excellence. This role offers the chance to be a pivotal part of our customer-focused approach while growing your skills in a dynamic environment.

In this role, you will be the primary owner of day-to-day communication and play an integral role in Stord’s relationship with our customers. You will use available data from Stord One Commerce and Stord One Warehouse to track KPIs, identify areas of improvement, and guide decision making for internal and external stakeholders. You will work closely with cross-functional partners in Account Management, Engineering, and Warehouse Operations to enable an exceptional customer experience.

*This role is primarily onsite at our Sparks, NV fulfillment center and will report directly to our Director of Customer Quality.

What You'll Do:

• Manage queue of incoming tickets on a day-to-day basis, including consistent follow-up to ensure a complete and timely resolution.
• Monitor KPIs to identify trends, and regularly provide data-driven insights to customers
• Co-lead external Weekly Business Review meetings with a proactive approach to performance monitoring, forecast accuracy, special projects, and outstanding issues
• Closely collaborate with Fulfillment Operations to escalate shippers’ priorities regarding orders, inventory management, and other applicable operational requests
• Escalate issues for resolution as required to ensure the customer commitments are upheld; represent Stord to customers and serve as conduit between the two
• Ensure order data is flowing accurately across systems, and own resolution with Engineering support
• Ensure quality control for global shipping documents
• Consolidate data and build custom reports for internal and external partners
• Closely collaborate with Customer Success to support shippers’ presentations, business reviews, and on-site visits
• Conduct process reviews and contribute to SOP creation/refinement

What You'll Need:

• 1+ years of relevant Supply Chain experience
• Strong track record of collaboration and relationship-building with internal and external stakeholders
• Excellent oral/written communication skills
• Passionate attention to detail – able to work meticulously and quickly
• Strong multi-tasking skills; capable of juggling multiple projects at once and adapting to accelerated timelines
• Intermediate to advanced data analysis skills in Excel

​Bonus Points:

• Previous startup experience

Disclaimer : We are accepting applications for these roles year-round, as this function is invaluable to the continued growth and success of our company. We may not have an immediate hiring need, but please do not be discouraged to apply! If you are qualified, and we begin to hire for these roles, we will reach out as soon as possible to begin a conversation.