Customer Experience Associate

Stord-Warehous; Hebron Estates (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

Stord, The Consumer Experience Company, is hiring a Customer Support Specialist to respond to client inquiries and resolve issues across multiple channels, including Salesforce, email, and Slack. You will document cases in Salesforce, follow SOPs, escalate when needed, and collaborate with internal teams to ensure timely and accurate resolutions.

A minimum of two years in a client-facing role is required. Join a fast-paced environment and help Stord deliver exceptional consumer experiences as

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 Salesforce, email, Slack within SLAs.
• Manage cases from intake to resolution and document in Salesforce.
• Follow SOPs and ensure accurate, detailed case updates.
• Collaborate with internal teams to resolve issues.
• Develop knowledge and improve problem-solving for complex cases.

Skills

Customer support

CRM systems

Multi-tool proficiency

Fast-paced environment

Tools

Salesforce

Slack

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord 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 sustained 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.

What You'll Do:

• Client Support & Responsiveness 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
• Case Management & Execution 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
• Process Adherence & Quality Follow established workflows, SOPs, and guidelines consistently Maintain accurate and complete case documentation Ensure attention to detail in all client communications and system updates Identify when processes are unclear or missing and flag to leadership
• Collaboration & Team Support Partner with internal teams as needed to support case resolution Ask questions and seek guidance when navigating unfamiliar scenarios Contribute to a positive, professional, and accountable team environment
• Learning & Development 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

What You'll Need:

• 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

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.