Customer Experience Specialist

Stord - Cincinnati, OH

Full-time - Entry Level

Cincinnati, OH

Publishing Industries

About the position

The Customer Experience Specialist at Stord is responsible for enhancing the customer experience for specific brands by collaborating with various internal departments and brand partners. This role focuses on understanding customer pain points, driving process improvements, and ensuring exceptional brand experiences that foster loyalty to Stord. The position requires strong communication, project management, and relationship management skills, along with the ability to identify and resolve challenges that impact brand growth and success.

Responsibilities

• Serve as the strategic owner of a brand's experience at Stord.
• Develop and maintain deep knowledge of specific operational processes, intertwining business objectives with Stord Objectives/Services/Offerings.
• Handle advanced customer initiatives by applying in-depth understanding of brand-specific goals, creating efficient and effective solutions.
• Own, identify, and remove blockers for associated brands, supporting their growth.
• Build and nurture strong, lasting relationships with accounts, acting as their primary point of contact for inquiries.
• Work closely with operations, finance, parcel, and other internal teams to ensure swift identification and resolution of opportunities and challenges.

Requirements

• 2-6 years of experience in customer service, preferably in logistics or operations-focused environments.
• Demonstrated ability to manage complex customer situations and resolve high-level issues.
• Strong analytical skills to process operational data and customer feedback effectively.
• Superior communication skills, both verbal and written.
• Proficiency in customer support software and CRM systems.

Nice-to-haves

• Bachelor's degree in Business Administration, Supply Chain Management, or related field.
• Strong on-site communication and interpersonal skills.
• Prior experience or knowledge in logistics and supply chain management, particularly as it relates to specific client operations.
• Previous start-up experience.
• Proven capability in enhancing customer satisfaction through innovative problem-solving and process improvement.

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