Customer Experience Associate

Stord-Warehous; Hebron Estates (KY); On-site; USD 40,000 - 60,000; Full time

Job summary

Stord is seeking a Customer Experience Associate (CEA I) to deliver timely, accurate support to clients across multiple channels from an on-site office in Kentucky. You will manage cases in Salesforce, follow SOPs, and strive to resolve standard inquiries within established SLAs.

Ideal candidates have 2 years in customer support or related roles, familiarity with CRM or ticketing systems, and the ability to work across multiple tools in a fast-paced environment.

Qualifications

• 2 years in customer support or client experience preferred.
• 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.
• 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.
• 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.
• Maintain accurate and complete case documentation.
• Identify when processes are unclear or missing and flag to leadership.
• 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.
• Build foundational knowledge of systems, workflows, and client needs.
• Progress toward managing more complex cases with less oversight.

Skills

Customer support

Communication skills

Problem solving

Team collaboration

Tools

Salesforce

CRM systems

Slack

Job description

ABOUT STORDStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and 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 True Classic, Native, Seed Health, 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.About the roleThe Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving.CEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.This position will sit onsite Monday through Friday 8:30am - 5:30pm.What You'll Do:Client Support & ResponsivenessRespond 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 engagementCommunicate clearly and professionally in all client interactionsProvide consistent updates to clients through resolutionCase Management & ExecutionManage assigned cases from intake through resolution using established processesAccurately document, categorize, and update cases in SalesforceFollow SOPs to resolve standard and well-defined client issuesEscalate more complex or unclear issues to senior team members when neededProcess Adherence & QualityFollow established workflows, SOPs, and guidelines consistentlyMaintain accurate and complete case documentationEnsure attention to detail in all client communications and system updatesIdentify when processes are unclear or missing and flag to leadershipCollaboration & Team SupportPartner with internal teams as needed to support case resolutionAsk questions and seek guidance when navigating unfamiliar scenariosContribute to a positive, professional, and accountable team environmentLearning & DevelopmentBuild foundational knowledge of systems, workflows, and client needsActively incorporate feedback to improve performanceDevelop problem-solving skills and confidence in handling cases independentlyProgress toward managing more complex cases with less oversightWhat You'll Need:2 years in customer support, client experience, or a related fieldExperience in a fast-paced, client-facing, or supply chain environment preferredFamiliarity with CRM or ticketing systems preferredComfortable working across multiple tools and systemsWhat Success Looks Like in This Role:Consistently meets SLA expectations (response time, resolution time, CSAT)Accurately follows processes and maintains strong case documentationDemonstrates reliability, accountability, and professionalismBuilds confidence in handling cases with increasing independenceShows measurable growth in problem-solving and system knowledge