Parcel Experience Specialist

The Parcel Experience Specialist is a hybrid role that combines data-driven decision-making with customer-focused strategies to optimize Stord’s parcel operations while enhancing the overall customer experience. You will act as the primary liaison for assigned brands, ensuring operational excellence, deepening customer relationships, and identifying opportunities for cost savings and service improvement. This role requires a balance of strong analytical skills, cross-functional collaboration, and the ability to manage relationships to ensure scalable, sustainable solutions that align with Stord’s business goals.

About the Role:

The Parcel Experience Specialist is a hybrid role that combines data-driven decision-making with customer-focused strategies to optimize Stord’s parcel operations while enhancing the overall customer experience. You will act as the primary liaison for assigned brands, ensuring operational excellence, deepening customer relationships, and identifying opportunities for cost savings and service improvement. This role requires a balance of strong analytical skills, cross-functional collaboration, and the ability to manage relationships to ensure scalable, sustainable solutions that align with Stord’s business goals.

What You’ll Do:

• Serve as the strategic owner for assigned brands, ensuring exceptional customer experiences and deepening loyalty.
• Develop and maintain deep knowledge of brand-specific operational processes, bridging customer goals with Stord’s offerings and objectives.
• Act as the primary point of contact for assigned brands, addressing inquiries, resolving challenges, and driving solutions proactively.
• Collaborate with internal teams, including operations, parcel, and finance, to troubleshoot and resolve issues that impact the customer experience.
• Identify and remove blockers to growth, ensuring seamless operations and scalability for customer accounts.
• Drive process improvements to enhance service quality and retention while supporting the growth of assigned brands.
• Promote and support the adoption of additional Stord services to deliver greater value to customers.
• Analyze parcel cost and service performance data to identify trends, opportunities, and risks.
• Develop and maintain operational reports, forecasts, and dashboards to provide visibility into parcel programs.
• Conduct data-driven deep dives into carrier and customer rates, making recommendations for cost savings and delivery speed improvements.
• Collaborate with technology teams to refine data structures and create actionable insights using BI tools (e.g., Domo, Tableau, PowerBI).
• Monitor and audit parcel KPIs, ensuring compliance with transportation laws and driving continuous improvement initiatives.

What You’ll Need:

• 3-6 years of experience in customer service, logistics, or operations-focused environments, with a strong emphasis on managing complex customer relationships.
• Bachelor’s Degree in Supply Chain, Business, Data Science, or a related field preferred.
• Demonstrated ability to manage customer challenges, drive process improvements, and resolve high-level issues effectively.
• Strong analytical skills, with experience in BI tools (e.g., Domo, Tableau, PowerBI) and proficiency in Excel.
• Proven ability to synthesize operational data into actionable insights to inform business decisions.
• Superior communication and collaboration skills, with experience working cross-functionally across teams.
• Familiarity with parcel operations and carriers is a strong plus.
• A proactive mindset with the ability to work autonomously and prioritize competing demands.