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Customer Experience Manager

Stord

Stord

Customer Service
Las Vegas, NV, USA
Posted on Thursday, July 4, 2024

Stord’s mission is to make supply chains a competitive advantage with best-in-class port-to-porch logistics combined with the integrated technology that brands need to connect, orchestrate, and optimize their supply chains. We’ve pioneered Cloud Supply Chain, which combines all of the digital and physical elements of logistics that leading businesses need in a unified offering.

With Cloud Supply Chain, Stord is enabling companies to compete and grow with world-class logistics – including warehousing, freight and fulfillment – in a single, integrated platform that’s available exactly when and where they need it. Hundreds of B2B and B2C companies like Body Armor, Advanced AutoParts and Dollar General use Stord to make their supply chains perform with the speed, flexibility and ease of the cloud.

Our rapidly growing team is headquartered in the heart of Atlanta’s vibrant tech community and is led by former operators from Amazon, XPO, Ryder, Coyote, Convoy, and Manhattan Associates. Stord is backed by over $325M in funding from Kleiner Perkins, BOND, Founders Fund, D1 Capital, Salesforce Ventures, Susa Ventures, Lux Capital, Lineage Logistics, and Franklin Templeton Investments at a unicorn valuation of over $1.3 billion.

Come help us help businesses out-deliver their competition with Cloud Supply Chain.

About the Customer Experience Manager Position:

The Customer Experience Manager at Stord plays a crucial role in leading the customer experience team, which is central to our operational efficiency and customer satisfaction. This position involves strategizing and implementing best practices to optimize customer interactions, managing a team of Customer Experience Associates and Specialists, and ensuring that customer needs are met promptly and effectively. The role requires a blend of strong leadership, deep understanding of logistics operations, and a commitment to continuous improvement in service delivery. As a manager, you will be instrumental in driving the success of the customer experience team, ensuring alignment with Stord's broader operational goals and customer experience standards.

The Customer Experience Manager reports directly to the Director of Customer Experience. This is a hybrid position with approximately 3 days in office at our Las Vegas, NV fulfillment center.

What You'll Do:

  • Strategic Team Leadership: Lead a team of Customer Experience Associates and Specialists with a focus on strategic initiatives that align with Stord's operational goals. Develop and implement best practices for customer engagement and issue resolution.
    Performance Management: Regularly evaluate team performance against company standards and customer satisfaction metrics. Foster a culture of continuous improvement and professional development within the team.
    Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective solutions that maintain customer trust and operational integrity.
    Process Development: Identify areas for process improvement and innovate solutions to enhance customer interaction and operational efficiency.
    Cross-functional engagement: Work closely with Fulfillment Operations, Transportation, and Tech teams to ensure that the understanding of the goals of the customer are aligned and integrated into broader operational processes.

What You'll Need:

  • Bachelor’s degree in Business Administration, Operations/Supply Chain Management, or related field preferred
  • Familiarity with OMS, WMS, and CRM tools
  • 4-6 years of experience in customer service management, logistics or supply chain focus.
  • Proven ability in team management and strategic planning.

Bonus Points:

  • Previous experience at a start-up is a plus
  • Proficiency in WMS, OMS systems and customer service technologies.
  • Experience in process improvement and operational management.
  • Strong communication and interpersonal skills.

Culture Snapshot:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below are a few perks of joining our team:

  • Competitive salary and bonus
  • Friendly, Passionate, and Intelligent Employee Base
  • Creative Problem Solving and Entrepreneurial Thinking
  • Fast-Paced Environment
  • Low-Ego, Solution-Driven Culture
  • Community Involvement and Volunteer Opportunities
  • Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More

Benefits:

  • 401(k)
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • Health Savings Account (HSA) option
  • Employee Assistance Program (EAP) - Mental Health Resources
  • Paid Parental Leave
  • Gym Stipend
  • Paid Time Off
  • Paid holidays
  • And more!

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.