Staples is business to business. You’re what binds us together.

Staples Promotional Products leads the industry with design expertise, best in class technology and inspiring creativity.  SPP offers hundreds of customizable products – from coolers to notebooks – that allow companies to maximize brand recognition and reach thousands of people at a low cost.

The Special Order Customer Experience Rep (SPO Customer Experience Rep) is responsible for customer satisfaction and for the delivery of commitments made by the company and will collaborate with Sales Team and Special Order (SPO) Team members and external vendors to ensure successful product ordering, processing, and delivery of sales. The SPO Customer Experience Rep is the key point of contact for all SPO order/transaction and repeat-order-quote activity (directly communicating with customers and Sales Reps and vendors). The SPO Customer Experience Rep supports the SPO Team Lead, Sales Reps and customers directly with repeat-order quotes, order-entry, processing (ie: vendor PO generation and execution), order follow-up (ie: sending order acknowledgements, proofs, tracking details, order status updates directly to clients and Sales Reps), delivery of sales, and invoice resolution relief to internal accounting partners. The SPO Customer Experience Rep ensures orders are on cost, accurate, and on schedule; proactively identifies SPO order issues and resolves order and invoice issues to deliver the best value and seamless order experience to our clients.

Works with one or more assigned Sales Rep Teams to service key accounts with repeat-order-quotes, order-entry, order processing, order follow-up, order delivery and invoice resolutionEnsures customers have complete satisfaction with their Staples experienceHas direct contact with clients via sending repeat-order-quotes, order confirmations, art proofs, and tracking details, and answering any client inquiries about current orders and closed orders/invoicesHas direct contact with vendors via product details/confirmation, purchase order generation, tracking of proofs and order status updates, confirmation of net pricing and delivery datesWorks closely with Special Order Team Lead and Accounting to ensure open orders are invoiced in a timely fashionActs as a liaison between SPP and customers with regards to invoicing and service concernsWorks with billing/accounting to facilitate the billing process via company and/or customer invoicing or e-procurement processes and systems with occasional manager assistanceBrings all client quote requests over $10,000 to the attention of the SPO Manager and Regional Sales ManagerBrings all client quote requests over $50,000 to the attention of the SPO Manager, Regional Sales Manager, and National Director of SalesMaintains and increases margins to within client and department guidelinesWherever possible will encourage the utilization of preferred suppliers to maximize profitabilityWill strive to minimize freight cost and increase freight revenue to maximize profitabilityProvides creative solutions to exceed customer expectationsAttends team meetingsAttends team training sessions to further enhance skill sets in Linc, customer service solutions, order entry and purchase order generationMay represent Staples at PK's or table tops, customer shows, corporate trade shows, and may occasionally travel within the territory for assigned special projectsCollaborates with Special Order Team Lead, Sales Reps, Program and Special Order Team Members in optimal ways to service accounts and build positive relationshipsProvides back-up coverage for other SPO Customer Experience Representatives when necessaryResponds immediately to inquiries, issues and customer complaintsMaintains a record of order-entry activities and follow-up requirements in the designated systemContributes to the team effort by participating in team calls/meetings and sharing of best practicesWorks within Linc and runs/follows-up on daily tasking reportEnsures vendors receive PO’s, art files, order instructions; confirms they can meet event dateEnsures vendors provide tracking numbersCommunicates to the Special Order Team Lead any problems received from the vendorContacts the vendors with any order/product changes or problemsSecures vendor invoices, compares invoices to PO’s, reveals discrepancies to the Special Order Team LeadWorks with Accounting and Special Order Team Lead to manage open order report and keep order invoicing on trackWorks with Accounting and Special Order Team Lead to resolve any outstanding vendor invoice discrepanciesUpdates Linc orders directly with information from vendors (ie: ship date, tracking, pricing)Performs other administrative duties as assigned by Special Order Team Lead and Management

What You Bring To The Table:

Exceptional customer service skillsHighly proficient business written and verbal communication skills, as well as the ability to discern message contentStrong organizational skills and the ability to handle and prioritize multiple tasks/projects simultaneouslyStrong attention to detailExceptional customer service skillsTechnical proficiency to learn order processing systemProficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint)Highly proficient business written and verbal communication skills, as well as the ability to discern message contentStrong organizational skills and the ability to handle and prioritize multiple tasks/projects simultaneouslyStrong attention to detailSolid knowledge of company systems and processesAbility to demonstrate flexibility and adaptability in a fast-paced and changing work environmentAbility to demonstrate a positive and supportive attitude at all times even during stressful or difficult situationsAbility to support company & management initiatives and/or decisions

What's Needed- Basic Qualifications:

2yrs of work experience of Customer ServiceFrench Speaking - BilingualProficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint)

Preferred Qualifications:

Industry experience with SAGE is preferredAdvanced “strategic business sense” skills and math aptitudePromotional products merchandising or purchasing skills

We Offer:

Inclusive culture with associate-led Business Resource Groups Vacation Allotment and Holiday ScheduleOnline and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more! 

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.