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Customer Experience Associate

Stord

Stord

Customer Service
North Haven, CT, USA
Posted on Tuesday, May 21, 2024

Stord’s mission is to make supply chains a competitive advantage with best-in-class port-to-porch logistics combined with the integrated technology that brands need to connect, orchestrate, and optimize their supply chains. We’ve pioneered Cloud Supply Chain, which combines all of the digital and physical elements of logistics that leading businesses need in a unified offering.

With Cloud Supply Chain, Stord is enabling companies to compete and grow with world-class logistics – including warehousing, freight and fulfillment – in a single, integrated platform that’s available exactly when and where they need it. Hundreds of B2B and B2C companies like Body Armor, Advanced AutoParts and Dollar General use Stord to make their supply chains perform with the speed, flexibility and ease of the cloud.

Our rapidly growing team is headquartered in the heart of Atlanta’s vibrant tech community and is led by former operators from Amazon, XPO, Ryder, Coyote, Convoy, and Manhattan Associates. Stord is backed by over $325M in funding from Kleiner Perkins, BOND, Founders Fund, D1 Capital, Salesforce Ventures, Susa Ventures, Lux Capital, Lineage Logistics, and Franklin Templeton Investments at a unicorn valuation of over $1.3 billion.

Come help us help businesses out-deliver their competition with Cloud Supply Chain.

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.

This role is based on-site at our North Haven, Connecticut facility.

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

Culture Snapshot:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below are a few perks of joining our team:

  • Competitive salary and bonus
  • Friendly, Passionate, and Intelligent Employee Base
  • Creative Problem Solving and Entrepreneurial Thinking
  • Fast-Paced Environment
  • Low-Ego, Solution-Driven Culture
  • Community Involvement and Volunteer Opportunities
  • Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More

Benefits:

  • 401(k)
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • Health Savings Account (HSA) option
  • Employee Assistance Program (EAP) - Mental Health Resources
  • Paid Parental Leave
  • Gym Stipend
  • Paid Time Off
  • Paid holidays
  • And more!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.