Job Title: High Touch Customer Service Representative
Function: Staples Promotional Products Program Customer Service Department
Position Summary
The HT CSR provides direct support for internal and external Promotional Products customers and works to ensure the highest levels of customer satisfaction for programmatic promo business. This role frequently collaborates cross-functionally with Account Services, Sales, Merchandising & Inventory Control, Special Order, Finance and the Warehouse(s) on existing business as well as new opportunities.
Essential Duties:
- Responsible to be a SME on 10-15 customer accounts, which includes attending customer business reviews and partnering with Account Services Manager to ensure both seamless launch and support
- Responsible to understand eStore set up, which is customer specific and share information as needed with peers
- Update customer specific account notes and other content on Knowledge Management tools as needed
- Provide primary customer support through a variety of contact methods
- Manage programmatic promotional orders and support special projects such as bulk order placement and contacting customers to inform them of closeout merchandise, liquidate dead or in-house inventory
- Professionally intake, analyze and resolve issues and service failures through execution of corrective action and/or coordination of cross-functional communication and take proactive measures to prevent recurrence
- Partner with Account Services to facilitate requests for new program item adds and changes and eStore updates
- Plan and prioritize a high volume of tasks in order to meet customer-driven deadlines
- Provide timely communication and follow-up to external and internal customers throughout the various stages of an order lifecycle (quotation, proofing, manufacturing, fulfillment and delivery)
- Collaborate and plan with other business partners and customers to ensure programs are managed effectively in order to enable retention and growth opportunities, contribute to company revenue goals by identifying and making upsell offers and meeting or exceeding upsell and cross sale goals
- Maintain up-to-date information and reports to capture critical business intelligence
- Consistently Meet or exceed Quality, Customer Satisfaction and productivity goals
- Understand and carry out processes, utilizing necessary systems/applications needed to effectively support business needs and meet required SLA’s.
- Contribute to company revenue and margin goals through accurate order placement, identifying and making the upsell offer, and use of sound judgment in determining when to issue a credit.
Basic Requirements:
- High School Diploma or GED, some college preferred
- 2-3 years related professional experience (customer service, sales support, or account management)
- Strong relationship building and interpersonal skills
- Basic mathematical aptitude
- Competency in MS Office suite and PC Skills
- Demonstrate strong organizational skills to effectively manage multiple concurrent projects to meet required timelines
- Ability to excel in a fast-paced environment with specific attention to detail
- Strong business communication skills, both written and verbal, with the ability to effectively communicate with all levels of internal and external stakeholders and support functions.
- Requires a self-motivated and energetic personality.
Preferred:
- 3-5 years related professional experience (customer service, sales support, or account management)
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
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