Onsite Client Experience Specialist

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

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.