Client Experience Specialist — Multi-Channel Support

Stord; Hebron Estates (KY); On-site; USD 42,000 - 54,000; Full time

Job summary

Stord is the Consumer Experience Company powering seamless checkout through delivery for today’s leading brands. The Customer Experience Associate (CEA I) role focuses on delivering timely, accurate, and professional support to clients across multiple channels.

You will respond to inquiries, triage requests, document cases in Salesforce, and collaborate with internal teams to ensure high-quality service. This foundational role builds core skills toward handling more complex scenarios over time.

Qualifications

• 2 years in customer support, client experience, or a related field.
• Experience in a fast-paced, client-facing, or supply chain environment preferred
• Familiarity with CRM or ticketing systems preferred
• Comfortable working across multiple tools and systems

Responsibilities

• Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
• Acknowledge and triage incoming requests quickly to ensure timely engagement
• Communicate clearly and professionally in all client interactions
• Provide consistent updates to clients through resolution
• Manage assigned cases from intake through resolution using established processes
• Accurately document, categorize, and update cases in Salesforce
• Follow SOPs to resolve standard and well-defined client issues
• Escalate more complex or unclear issues to senior team members when needed
• Collaborate with internal teams to support case resolution
• Build foundational knowledge of systems, workflows, and client needs
• Actively incorporate feedback to improve performance
• Develop problem-solving skills and confidence in handling cases independently
• Progress toward managing more complex cases with less oversight

Skills

Customer support

Communication

Case management

Team collaboration

Tools

Salesforce

Job description

Stord is the Consumer Experience Company powering seamless checkout through delivery for today’s leading brands. The Customer Experience Associate (CEA I) role focuses on delivering timely, accurate, and professional support to clients across multiple channels.

You will respond to inquiries, triage requests, document cases in Salesforce, and collaborate with internal teams to ensure high-quality service. This foundational role builds core skills toward handling more complex scenarios over time.