Customer Experience Specialist

About the Customer Experience Specialist Position:

The Customer Experience Specialist plays a pivotal role in owning and enhancing the customer experience for a specific subset of brands.

This role will require deep engagement and partnership with brand partners and internal Stord departments including systems, operations, parcel, and finance to understand pain points impacting both Stord and the customer. Working collaboratively cross functionally, the CES owns driving process improvements to deliver scalable and sustainable solutions resulting in exceptional brand experiences deepening brand loyalty to Stord.Your role will require strong communication skills, a combination of project and relationship management, quality management and retention efforts, as well as a keen ability to identify and remove blockers to assigned brands growth and success while also expanding adoption of Stord services.

This role is available for candidates located in or willing to relocate to Cincinnati, Atlanta, or Las Vegas

What You'll Do:

• Brand Ownership: Serve as the strategic owner of a brand’s experience at Stord.
• Subject Matter Expert: Develop and maintain deep knowledge of specific operational processes, intertwining business objectives with Stord Objectives/Services/Offerings
• Quality Management and Retention: Handle advanced customer initiatives by applying your in-depth understanding of brand-specific goals, creating efficient and effective solutions.
• Project Management: Own/Identify/Remove blockers for your associated brands, and support growth
• Client Relationship Management: Build and nurture strong, lasting relationships with your accounts, acting as their primary point of contact for inquiries.
• Internal Collaboration: Work closely with operations, finance, parcel and other internal collaborations to ensure swift identification and resolution of opportunities and challenges for your associated brands.

What You'll Need:

• 2-6 years of experience in customer service, with a strong preference for experience in logistics or operations-focused environments.
• Demonstrated ability to manage complex customer situations and resolve high-level issues.
• Strong analytical skills with the ability to process operational data and customer feedback effectively.
• Superior communication skills, both verbal and written.
• Proficiency in customer support software and CRM systems.

​Bonus Points:

• Bachelor’s degree in Business Administration, Supply Chain Management, or related field
• Strong on-site communication and interpersonal skills
• Prior experience or knowledge in logistics and supply chain management, particularly as it relates to specific client operations, is highly preferred
• Previous start-up experience
• Proven capability in enhancing customer satisfaction through innovative problem-solving and process improvement