Customer Experience Associate

2 Weeks ago • 1-2 Years • Customer Service

Job Summary

Job Description

As a Customer Experience Associate at Stord, you will be a vital part of the Customer Experience team, directly engaging with customers and resolving tier 1 issues. This on-site role serves as the immediate customer interface, requiring regular visits to the operational floor for quick triage of time-sensitive requests. You will be integral to customer relationship management, offering a hands-on approach to addressing operational challenges and ensuring prompt issue resolution.
Must have:
  • Serve as primary point of contact for customer interactions, managing daily communications from fulfillment centers.
  • Tackle tier one issues like order prioritization, cancellations, and inventory checks, requiring immediate decision-making.
  • Proactively address customer issues on-site, with regular visits to the operational floor for rapid response.
  • Work closely with operations team to swiftly resolve routine customer requests and issues.
  • Identify and escalate complex issues to client-assigned Customer Experience Specialists, ensuring effective communication.
  • Support a variety of accounts within the building, working alongside other CEAs for comprehensive coverage.
Good to have:
  • Previous experience with a 3PL or supply chain organization
  • Previous experience at a start-up or other fast-paced environment

Job Details

Job Profile Summary

About the Customer Experience Associate Position:

As a Customer Experience Associate at Stord, you'll play a vital role within the Customer Experience team, engaging directly with our customers and promptly resolving tier 1 issues. You will serve as the immediate customer interface and first line of contact for issue resolution. This role is predominantly on-site, requiring regular visits to the operational floor for quick triage of time-sensitive requests. CEAs are integral to our customer relationship management, offering a hands-on approach to addressing operational challenges.

What You'll Do:

  • On-Site Customer Liaison: Serve as the primary point of contact for customer interactions, managing daily communications primarily from our fulfillment centers.
  • Direct Issue Resolution: Tackle tier one issues, such as requests for order prioritization, cancellations, and inventory checks, requiring immediate decision-making.
  • Immediate Issue Triage: Proactively address customer issues while on-site, with regular visits to the operational floor for rapid, one-touch response to urgent requests.
  • Operational Collaboration: Work closely with the operations team to swiftly resolve routine customer requests and issues.
  • Level 2 Escalations and Coordination: Identify and escalate complex issues to client-assigned Customer Experience Specialists, ensuring effective communication between customers and operations.
  • Collaborative Account Support: In this role, you will not be the primary owner of specific accounts. Instead, you'll support a variety of accounts within the building, working alongside other CEAs. This collaborative approach ensures comprehensive coverage and support for all our customers, enhancing our operational flexibility and responsiveness.

What You'll Need:

  • 1-2 years of experience in customer service or a similar role.
  • Strong on-site communication and interpersonal skills.
  • Capable of managing, prioritizing, and physically navigating tasks in a fast-paced setting.
  • Proactive problem-solving skills with a detail-oriented mindset.
  • Knowledge of Zendesk, Salesforce, or similar customer support platforms

Bonus Points:

  • Previous experience with a 3PL or supply chain organization
  • Previous experience at a start-up or other fast-paced environment

Similar Jobs

Lilt - Voice Talent Required - Croatian and Serbian

Lilt

Serbia (Remote)
2 Weeks ago
UXBERT Labs - Senior Solution Architect

UXBERT Labs

Riyadh, Riyadh Province, Saudi Arabia (Hybrid)
4 Months ago
Next Level Business Services - Network Architecture and Operations

Next Level Business Services

Philadelphia, Pennsylvania, United States (On-Site)
9 Months ago
nubank - Regulatory Compliance Senior Analyst

nubank

Mexico City, Mexico (On-Site)
2 Months ago
Sonar Source - AI Research Engineer

Sonar Source

Singapore (On-Site)
4 Months ago
HHA Exchange - Customer Success Manager

HHA Exchange

New York, New York, United States (On-Site)
3 Months ago
Trek - Customer Care (E-Commerce Guide)

Trek

Haryana, India (On-Site)
5 Months ago
EMA - Customer Success Specialist

EMA

United States (Remote)
5 Months ago
beghou consulting - Technical Support Associate

beghou consulting

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Tesla - Customer Support Supervisor

Tesla

Berlin, Berlin, Germany (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Sailpoint - Sales Enablement Manager - Professional Services

Sailpoint

Austin, Texas, United States (On-Site)
2 Months ago
Image Engine - Lighting TD - Mid

Image Engine

Vancouver, British Columbia, Canada (Hybrid)
1 Year ago
beghou consulting - Technical Support Associate

beghou consulting

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
zoox - Software Development Engineer in Test, Product Software - Operational Tools

zoox

Foster City, California, United States (Hybrid)
2 Weeks ago
Whatnot - Data Scientist

Whatnot

London, England, United Kingdom (On-Site)
2 Months ago
WebTech Corporation - NPI Specialist

WebTech Corporation

Erie, Pennsylvania, United States (On-Site)
2 Months ago
Tap nation  - Product Manager Data Platform

Tap nation

United States (Hybrid)
4 Months ago
Easybrain - Mobile Marketing Manager

Easybrain

Limassol, Limassol, Cyprus (Hybrid)
6 Months ago
Tesla - Virtual Diagnostic Technician

Tesla

Vienna, Vienna, Austria (On-Site)
6 Months ago
Penumbrainc - Sales Enablement Analyst

Penumbrainc

Alameda, California, United States (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in North Haven, Connecticut, United States

Far Out Scout - FP&A Analyst

Far Out Scout

United States (On-Site)
2 Weeks ago
Next Level Business Services - PHP DEVELOPER

Next Level Business Services

Boston, Massachusetts, United States (On-Site)
9 Months ago
Meta - Production Engineer

Meta

Bellevue, Washington, United States (Remote)
9 Months ago
Alpha Sense - Compliance Surveillance Analyst

Alpha Sense

United States (Remote)
2 Months ago
Reddit - Director of Sales Operations and Strategy

Reddit

United States (Remote)
1 Month ago
bytedance - Senior Software Engineer, Multi Cloud CDN - San Jose / Seattle / Boston

bytedance

San Jose, California, United States (On-Site)
8 Months ago
Impact Theory - Senior Game Programmer

Impact Theory

Los Angeles, California, United States (On-Site)
9 Months ago
Co Active Systems - DevOps Engineer

Co Active Systems

San Francisco, California, United States (Hybrid)
3 Weeks ago
Next Level Business Services - IIB, DP, ODM Admin

Next Level Business Services

Burbank, California, United States (On-Site)
9 Months ago
Epic Games - Senior Director, Player Growth & Lifecycle Marketing

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Keywords Studios - Customer Support Team Lead - Remote

Keywords Studios

Hokkaido, Japan (Remote)
4 Months ago
The Globel Talent Co - Customer Service Representative (French Speaking)

The Globel Talent Co

Johannesburg, Gauteng, South Africa (Remote)
2 Months ago
Diligent Corporation - Customer Success Manager

Diligent Corporation

Galway, County Galway, Ireland (Hybrid)
1 Month ago
Trek - Customer Care (E-Commerce Guide)

Trek

Haryana, India (On-Site)
5 Months ago
Homa Games - Customer Support Lead: Mobile Games

Homa Games

France (Remote)
1 Month ago
Square - Customer Service Representative

Square

Roswell, New Mexico, United States (On-Site)
1 Month ago
Fieldguide - Customer Onboarding Consultant

Fieldguide

San Francisco, California, United States (Remote)
1 Month ago
Barracuda - Technical Support Representative

Barracuda

Reading, England, United Kingdom (On-Site)
4 Weeks ago
Minted - Customer Service Representative

Minted

(Remote)
3 Months ago
Valeo - Customer Service Trainee

Valeo

Chrzanów, Lesser Poland Voivodeship, Poland (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

United States (Remote)

Hebron, Kentucky, United States (On-Site)

North Haven, Connecticut, United States (On-Site)

Atlanta, Georgia, United States (On-Site)

Atlanta, Georgia, United States (Remote)

Las Vegas, Nevada, United States (On-Site)

United Kingdom (Remote)

Las Vegas, Nevada, United States (On-Site)

Las Vegas, Nevada, United States (On-Site)

United States (Remote)

View All Jobs

Get notified when new jobs are added by Stord

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug