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Parcel Experience Specialist

Atlanta, GA

Stord is the leading commerce enablement provider of fulfillment services and technology that powers seamless checkout and delivery experiences for high-volume mid-market and enterprise brands across all channels. Stord manages over $5 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms.

With Stord, brands can sell more, save money, and reduce headaches.With Stord, brands can increase cart conversion, improve unit economics, and drive 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.

Hundreds of leading DTC and B2B companies like AG1, Native, Tula, American Giant, and more trust Stord to make their supply chains a competitive advantage. 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, and Salesforce Ventures.

Join us to help empower commerce brands with the best end-to-end customer and delivery experience.

About the Role:

The Parcel Experience Specialist is a hybrid role that combines data-driven decision-making with customer-focused strategies to optimize Stord’s parcel operations while enhancing the overall customer experience. You will act as the primary liaison for assigned brands, ensuring operational excellence, deepening customer relationships, and identifying opportunities for cost savings and service improvement. This role requires a balance of strong analytical skills, cross-functional collaboration, and the ability to manage relationships to ensure scalable, sustainable solutions that align with Stord’s business goals.

What You’ll Do:

  • Serve as the strategic owner for assigned brands, ensuring exceptional customer experiences and deepening loyalty.

  • Develop and maintain deep knowledge of brand-specific operational processes, bridging customer goals with Stord’s offerings and objectives.

  • Act as the primary point of contact for assigned brands, addressing inquiries, resolving challenges, and driving solutions proactively.

  • Collaborate with internal teams, including operations, parcel, and finance, to troubleshoot and resolve issues that impact the customer experience.

  • Identify and remove blockers to growth, ensuring seamless operations and scalability for customer accounts.

  • Drive process improvements to enhance service quality and retention while supporting the growth of assigned brands.

  • Promote and support the adoption of additional Stord services to deliver greater value to customers.

  • Analyze parcel cost and service performance data to identify trends, opportunities, and risks.

  • Develop and maintain operational reports, forecasts, and dashboards to provide visibility into parcel programs.

  • Conduct data-driven deep dives into carrier and customer rates, making recommendations for cost savings and delivery speed improvements.

  • Collaborate with technology teams to refine data structures and create actionable insights using BI tools (e.g., Domo, Tableau, PowerBI).

  • Monitor and audit parcel KPIs, ensuring compliance with transportation laws and driving continuous improvement initiatives.

What You’ll Need:

  • 3-6 years of experience in customer service, logistics, or operations-focused environments, with a strong emphasis on managing complex customer relationships.

  • Bachelor’s Degree in Supply Chain, Business, Data Science, or a related field preferred.

  • Demonstrated ability to manage customer challenges, drive process improvements, and resolve high-level issues effectively.

  • Strong analytical skills, with experience in BI tools (e.g., Domo, Tableau, PowerBI) and proficiency in Excel.

  • Proven ability to synthesize operational data into actionable insights to inform business decisions.

  • Superior communication and collaboration skills, with experience working cross-functionally across teams.

  • Familiarity with parcel operations and carriers is a strong plus.

  • A proactive mindset with the ability to work autonomously and prioritize competing demands.

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 and bonus
  • 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
  • Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More

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
  • 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. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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