Operations Support Engineer

This Operations Support Engineer role at Stord focuses on enhancing operational efficiency by supporting the development, implementation, and maintenance of the Warehouse Management System (WMS) and other software solutions. Key responsibilities include analyzing business processes, managing system testing, user training, and documentation. The role also involves troubleshooting issues, ensuring service-level commitments, and collaborating with cross-functional teams to improve system reliability and process performance within Stord's commerce-enablement technology platform.

Must Have

• Assist in developing operational and systemic solutions for business problems.
• Review and edit requirements for WMS and OMS solutions.
• Test system functionality, write test scripts, and train end users.
• Manage and enforce product release deadlines and schedules.
• Resolve support issues for WMS and related applications.
• Track and resolve issues within targeted support SLAs.
• Understand business issues and data challenges of client organizations.
• Work with APIs and integration mapping between different business systems.
• Two or more years of related experience training and/or supporting a WMS.
• Experience in logistics including warehousing, packaging, and fulfillment.
• Experience in system support, problem-solving, and communicating outcomes.
• Must have experience with process management.
• Strong analysis skills to uncover root causes and present preventative measures.
• Training capabilities to ensure understanding and use of systems.
• Decision making and problem-solving skills.
• High degree of integrity and trust.
• Strong interpersonal, written, and verbal skills.
• Ability to write functional business requirements documentation.
• Ability to write and execute test cases.
• Ability to "learn on the fly".
• Ability to work in a team environment.
• Ability to travel for business up to 10% of the time.

Good to Have

• Experience with systems for multi-site warehousing/distribution/fulfillment/logistics operations.

This role supports the development, implementation, and maintenance of the Stord Warehouse Management System (WMS) and other software solutions within the organization. The position focuses on improving operational efficiency by analyzing business processes, identifying systemic solutions, and ensuring smooth integration between systems. Key responsibilities include managing system testing, user training, documentation, and ongoing support for WMS and related applications. The role also involves troubleshooting issues, maintaining service-level commitments, and collaborating with cross-functional teams to enhance process performance and system reliability.

What You'll Do:

• Assist in developing operational and systemic solutions for business problems inside the organization.
• Review and edit requirements, specifications, business processes and recommendations related to proposed WMS and OMS solutions.
• Test system functionality including writing test scripts, executing user acceptance testing, and training end users on the warehouse floor.
• Manage and enforce product release deadlines and schedules.
• Assist with training of super users within the organization.
• Validate and maintain end-user documentation.
• Responsible for resolving support issues (bugs and service requests) for WMS and related applications.
• Responsible for tracking issues and resolving within targeted support SLAs.
• Understand business issues and data challenges of various client organizations and industries.
• Work with APIs and Integration mapping between different business systems.

What You'll Need:

Education/Experience

• Bachelor’s Degree in Business Administration, Supply Chain Management, Information Systems or related technology degree preferred.
• Two (2+) years of related experience training and/or supporting a WMS.
• Experience in logistics including warehousing, packaging and fulfillment.
• Experience in system support working a queue and problem solving, providing solutions, and communicating outcomes.
• Experience with systems for multi-site warehousing/distribution/fulfillment/logistics operations preferred.

Knowledge, Skills And Abilities

• Must have experience with process management.
• Must have strong analysis skills to uncover root causes of issues and present preventative measures for true resolution.
• Must have training capabilities to ensure understanding and use of systems.
• Must have decision making and problem-solving skills.
• Must have a high degree of integrity and trust to provide excellence in service to customers/end users.
• Must have strong interpersonal, written, and verbal skills.
• Must be able to write functional business requirements documentation.
• Must be able to write and execute test cases.
• Must be able to “learn on the fly”.
• Must be able to work in a team environment.
• Must be able to travel for business up to 10% of the time.