Customer Experience Manager - Standalone Parcel

Stord; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Stord is the Consumer Experience Company powering seamless delivery for today’s leading brands. The Customer Experience Manager I - Parcel will serve as the primary liaison between high-volume parcel customers and internal teams, focusing on onboarding and strategic support to improve delivery times and margins.

You will partner with Operations, Product, and Engineering to optimize speed, costs, and carrier performance, while guiding customers through platform integrations and US domestic parcel

Qualifications

• Experience in customer experience or account management in supply chain/ecommerce.
• Strong parcel shipping knowledge including FedEx, UPS, USPS.
• Experience with WMS, API integrations, and Salesforce CRM.
• Ability to analyze shipping data and ROI for improvements.

Responsibilities

• Act as the main liaison for Stord Parcel customers with Operations, Product, and Engineering.
• Optimize delivery speed, shipping costs, and carrier performance with clients.
• Guide customers through system integrations with the Stord Parcel platform.
• Provide US domestic parcel expertise across national and regional carriers.
• Lead business reviews and provide strategic insights to improve loyalty.
• Audit parcel invoices and track A/R to resolve discrepancies.

Skills

Industry experience in customer exp./A

Parcel knowledge

Technical familiarity (WMS, API, SF)

Analytical mindset

Communication skills

Tools

Salesforce

WMS

APIs

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.

ABOUT THE ROLE

As a Customer Experience Manager I - Parcel, you will serve as the primary liaison between our high-volume parcel shipping customers and internal teams, including Operations, Product, and Engineering. You will focus exclusively on supporting customers using Stord Parcel, helping them optimize their US domestic shipping strategies, carrier diversification, and last-mile delivery performance. Your goal is to ensure a seamless onboarding experience and provide continuous strategic support to help brands achieve faster delivery times and improved margins.

What You'll Do

• Primary Point of Contact: Act as the main liaison for Stord Parcel customers, ensuring business alignment and addressing specific shipping and logistics needs.
• Strategic Delivery Experience: Partner with customers to optimize their delivery experience, focusing on KPIs such as delivery speed, shipping costs, and carrier performance.
• Integration Support: Guide customers through the integration of their systems with the Stord Parcel platform to ensure seamless program execution.
• Carrier & Market Expertise: Serve as a resource for customers on the US domestic parcel landscape, including rate optimization and diversification across national and regional carriers.
• Business Reviews: Lead and coordinate customer business reviews, offering strategic insights to enhance service outcomes and drive sustained customer loyalty.
• Financial Accuracy: Audit parcel invoices, track outstanding accounts receivable (A/R), and facilitate timely resolution of financial discrepancies.
• Cross-Functional Feedback: Collaborate with Product and Engineering teams to provide customer feedback that influences the Stord Parcel technology roadmap.

What You'll Need

• Industry Experience: Proven experience in customer experience or account management, specifically within Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Parcel Knowledge: A strong understanding of parcel shipping logistics, including carrier management (FedEx, UPS, USPS), sortation, and last-mile delivery.
• Technical Familiarity: Familiarity with Warehouse Management Systems (WMS), API integrations, and CRM tools like Salesforce.
• Analytical Mindset: Ability to analyze complex shipping data and financial concepts to craft a compelling ROI and business case for service improvements.
• Communication Skills: Exceptional relationship-building skills with the ability to manage multiple priorities in a fast-paced environment.

Bonus

• Background in business transformation initiatives or process optimization.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.

Bonus Points:

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.

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.