The Manager, Customer Experience 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 Manager, Customer Experience reports directly to the Director of Customer Experience.
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+ 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.
