Key skills
SalesforceCRMLeadership
About this role
Role Overview
- Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
- Acknowledge and triage incoming requests quickly to ensure timely engagement
- Communicate clearly and professionally in all client interactions
- Provide consistent updates to clients through resolution
- Manage assigned cases from intake through resolution using established processes
- Accurately document, categorize, and update cases in Salesforce
- Follow SOPs to resolve standard and well-defined client issues
- Escalate more complex or unclear issues to senior team members when needed
- Follow established workflows, SOPs, and guidelines consistently
- Maintain accurate and complete case documentation
- Ensure attention to detail in all client communications and system updates
- Identify when processes are unclear or missing and flag to leadership
- Partner with internal teams as needed to support case resolution
- Ask questions and seek guidance when navigating unfamiliar scenarios
- Contribute to a positive, professional, and accountable team environment
- Build foundational knowledge of systems, workflows, and client needs
- Actively incorporate feedback to improve performance
- Develop problem-solving skills and confidence in handling cases independently
- Progress toward managing more complex cases with less oversight
Requirements
- 2 years in customer support, client experience, or a related field
- Experience in a fast-paced, client-facing, or supply chain environment preferred
- Familiarity with CRM or ticketing systems preferred
- Comfortable working across multiple tools and systems
Benefits
- 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.