[Hiring] Customer Experience Manager @Stord

Role Description

As a Customer Experience Manager I - Parcel, you will serve as the primary liaison between our high-volume parcel shipping customers and internal teams, including Operations, Product, and Engineering. You will focus exclusively on supporting customers using Stord Parcel, helping them optimize their US domestic shipping strategies, carrier diversification, and last-mile delivery performance. Your goal is to ensure a seamless onboarding experience and provide continuous strategic support to help brands achieve faster delivery times and improved margins.

• Primary Point of Contact: Act as the main liaison for Stord Parcel customers, ensuring business alignment and addressing specific shipping and logistics needs.
• Strategic Delivery Experience: Partner with customers to optimize their delivery experience, focusing on KPIs such as delivery speed, shipping costs, and carrier performance.
• Integration Support: Guide customers through the integration of their systems with the Stord Parcel platform to ensure seamless program execution.
• Carrier & Market Expertise: Serve as a resource for customers on the US domestic parcel landscape, including rate optimization and diversification across national and regional carriers.
• Business Reviews: Lead and coordinate customer business reviews, offering strategic insights to enhance service outcomes and drive sustained customer loyalty.
• Financial Accuracy: Audit parcel invoices, track outstanding accounts receivable (A/R), and facilitate timely resolution of financial discrepancies.
• Cross-Functional Feedback: Collaborate with Product and Engineering teams to provide customer feedback that influences the Stord Parcel technology roadmap.

Qualifications

• Proven experience in customer experience or account management, specifically within Supply Chain, Warehouse Fulfillment, or Ecommerce.
• A strong understanding of parcel shipping logistics, including carrier management (FedEx, UPS, USPS), sortation, and last-mile delivery.
• Familiarity with Warehouse Management Systems (WMS), API integrations, and CRM tools like Salesforce.
• Ability to analyze complex shipping data and financial concepts to craft a compelling ROI and business case for service improvements.
• Exceptional relationship-building skills with the ability to manage multiple priorities in a fast-paced environment.

Requirements

• Background in business transformation initiatives or process optimization.

Benefits

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Proficiency in CRM or customer service management tools.