Customer Support Specialist

Stord is on a mission to migrate supply chains to the cloud—empowering brands to build sophisticated, agile, and integrated logistics networks.

Founded in 2015 and headquartered in the heart of Atlanta’s vibrant tech community, Stord is pioneering the world’s first Cloud Supply Chain. With a single integration between your enterprise systems to the Stord Supply Chain Cloud, you unlock a single view of inventory, order orchestration logic, audited data and analytics, and more. Backed by our network of 500+ warehouses, 30+ fulfillment centers, and 20k+ carriers, use the Stord Supply Chain Cloud to request a shipment, launch a new warehouse or run new distribution models that help you out-deliver the competition. Let’s move supply chains to the cloud, together.

We’re a rapidly growing team that is backed by over $115M of capital from leading investors such as Bond, Founders Fund, Kleiner Perkins, Susa Ventures, Dynamo, Salesforce Ventures, and more (investors in Amazon, Google, Twitter, and more). We’ve received awards and recognition from TechCrunch, the Wall Street Journal, VentureBeat, Fortune, Forbes, Inc., TAG, Atlanta Business Chronicle, and more.

About the Customer Support Specialist Position: 

We are looking for a Customer Support Specialist who will be the first line of contact for customers who have both operational and technical questions. This is a varied role that will involve supporting our clients, coordinating across the organization, and proactively resolving problems.

Customer Support Specialists will be talking to our customers and partners directly, as well as in writing, as such require excellent written and verbal communication skills. This is a great entry role for a customer obsessed person to learn about Supply chain!

What You'll Do:

• Communicate clearly and effectively with internal and external customers to understand, route, or resolve technical and non-technical issues
• Manage a queue of customer support tickets and route them to the appropriate teams.
• Determine the desired action from submitted customer support communications and escalating them to the appropriate team where necessary with clear documentation
• Maintain Stord’s reputation as a highly responsive and customer obsessed organization, staying in front of potential issues where possible, and resolving customer issues in a timely fashion 
• Collaborate with Customer Success, Product Management, Integrations, Warehouse Excellence, Freight and Engineering teams to continually improve our customer service and product based on customer feedback
• Monitor customer support intake, identify and report trends, and learn to resolve certain customer requests without escalation as appropriate.

What You'll Need:

• HS Diploma or equivalent
• Experience in a customer facing support role or equivalent experience
• A general knowledge of computer usage with an ability to learn new tools and areas quickly.
• Desire to learn about Logistics and Supply Chain
• Ability to provide high quality service delivery and customer satisfaction
• Ability to communicate clearly, effectively, and professionally
• Reliable internet connection, critical thinking skills, and a desire to learn.

Bonus Points:

• Experience working with: 
• Helpdesk Software (Zendesk, JIRA, HubSpot, etc.)

Culture Snapshot:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The STORD company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At STORD you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below are a few perks of joining our team: 

• Competitive salary
• Friendly, Passionate, and Intelligent Employee Base
• Creative Problem Solving and Entrepreneurial Thinking
• Fast-Paced Environment
• Low-Ego, Solution-Driven Culture
• Community Involvement and Volunteer Opportunities
• Catered Lunches
• Ping Pong! 🏓

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
• Commuter Benefits
• Gym Stipend
• Flexible PTO
• Paid holidays
• And more!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.