Strategic Programs Specialist - Amazon

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By 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.

With 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.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, 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.

Position Summary:
As the Strategic Programs Specialist, you will serve as an owner of Strategic Program success within our portfolio of merchants, supporting operations related to Amazon seller-fulfilled programs. You will be responsible for execution and support of day-to-day operations related to Strategic Program initiatives, including but not limited to ensuring that all Amazon ecommerce orders are fulfilled successfully (and ultimately delivered) on a daily basis by our warehouses. You will be responsible for support of day-to-day operations by solving order issues, advising on inventory distribution, moving orders to meet SLAs, and escalating execution-related issues. As one of our subject matter experts in all things Amazon and Strategic Programs, you will have a deep understanding of the nuances related to Amazon programs – thus being uniquely positioned to be a dedicated resource for our Amazon merchants.

What You'll Do:

• Become a subject matter expert in Amazon Seller Central and related ecommerce processes.

• Respond to on-demand merchant and warehouse inquiries from multiple channels (e.g., phone, email, internal platforms) in a timely manner according to our SLAs.

• Responsible for supporting third-party fulfillment of Amazon Prime orders, owning all issues and implementing immediate solutions from merchant onboarding through day-to-day operations.

• Solve Amazon order issues, moving orders to meet SLAs, communicating with Operations team members to drive warehouse performance, and escalating execution-related issues.

• Make quick, accurate decisions on order movements based on inventory levels, time zones, and warehouse throughput.

• Troubleshoot and escalate carrier pickup and/or warehouse fulfillment issues to sustain our on-time fulfillment metrics.

• Responsible for driving process optimization and improvements for the program through cross-departmental collaboration, working towards end-to-end automated and scalable solutions for the ticketing platform, product enhancements, and internal and/or external reporting.

• Build standard operating procedures (SOPs) for the program for distribution to internal and external audiences.

Basic Requirements:

• 2+ years experience with customer service or a similar role.

• Ability to work non-standard work hours Monday-Friday (10:00am EST - 7:00pm EST).

• Strong communication and interpersonal skills.

• Capable of managing, prioritizing, and navigating tasks in a fast-paced environment.

• Demonstrates initiative in problem solving and process improvement with a detail-oriented mindset.

• Knowledge of Zendesk, Salesforce, or similar customer support platforms.

• Proficiency in Microsoft Excel and/or Google Sheets, tracking data, conducting analyses, and reporting on findings.

Bonus Points:

• Direct experience with Amazon, including the Seller Fulfilled Prime and/or Fulfilled by Merchant programs.

• Experience with ecommerce or other third-party fulfillment services.