{"id":2138841,"url":"https://alion.io/job/stord-customer-experience-associate-4","title":"Customer Experience Associate","company":{"id":5812,"name":"Stord","domain":"stord.com","url":"https://alion.io/company/stord","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":15,"ghost_share":0,"stale_share":0.733,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":994},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-11T23:58:37Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"ABOUT STORD\nStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.\nBy combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.\nWith Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.\nHundreds of leading DTC and B2B companies like True Classic, Native, Seed Health, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.\nAbout The RoleThe Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving.\nCEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.\nThis position will sit onsite Monday through Friday 8:30am - 5:30pm.\nWhat You'll Do:\nClient Support & Responsiveness\nRespond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs\nAcknowledge and triage incoming requests quickly to ensure timely engagement\nCommunicate clearly and professionally in all client interactions\nProvide consistent updates to clients through resolution\nCase Management & Execution\nManage assigned cases from intake through resolution using established processes\nAccurately document, categorize, and update cases in Salesforce\nFollow SOPs to resolve standard and well-defined client issues\nEscalate more complex or unclear issues to senior team members when needed\nProcess Adherence & Quality\nFollow established workflows, SOPs, and guidelines consistently\nMaintain accurate and complete case documentation\nEnsure attention to detail in all client communications and system updates\nIdentify when processes are unclear or missing and flag to leadership\nCollaboration & Team Support\nPartner with internal teams as needed to support case resolution\nAsk questions and seek guidance when navigating unfamiliar scenarios\nContribute to a positive, professional, and accountable team environment\nLearning & Development\nBuild foundational knowledge of systems, workflows, and client needs\nActively incorporate feedback to improve performance\nDevelop problem-solving skills and confidence in handling cases independently\nProgress toward managing more complex cases with less oversight\nWhat You'll Need:\nExperience\n2 years in customer support, client experience, or a related field\nExperience in a fast-paced, client-facing, or supply chain environment preferred\nSkills & Competencies\nStrong written and verbal communication skills\nHigh attention to detail and ability to follow processes\nWillingness to learn and take feedback\nBasic problem-solving ability and critical thinking\nStrong time management and organizational skills\nTechnical Proficiency\nFamiliarity with CRM or ticketing systems (Salesforce preferred)\nComfort working across multiple tools and systems\nWhat Success Looks Like in This Role:\nConsistently meets SLA expectations (response time, resolution time, CSAT)\nAccurately follows processes and maintains strong case documentation\nDemonstrates reliability, accountability, and professionalism\nBuilds confidence in handling cases with increasing independence\nShows measurable growth in problem-solving and system 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