Special Order Customer Experience Rep

3 months ago

Vaughan, Canada Staples, Inc. Full time

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.

What you’ll be doing:

- Works with one or more assigned Sales Rep. Teams to service key accounts with product sourcing, quotes, order-entry, order processing, order follow-up, order delivery and invoice resolution.
- Has direct contact with clients via sending quotes, order confirmations, art proofs, and tracking details, and answering any client inquiries about current quotes, orders, and closed orders/invoices.
- Has direct contact with vendors via product sourcing, purchase order generation, tracking of proofs and order status updates, confirmation of net pricing and delivery dates.
- Works closely with Special Order Team Lead and Accounting to ensure open orders are invoiced in a timely fashion.
- Works with billing/accounting to facilitate the billing process via company and/or customer invoicing or e-procurement processes and systems with occasional manager assistance.
- Brings all client quote requests over $10,000 to the attention of the SPO Manager and Regional Sales Manager.
- Brings all client quote requests over $50,000 to the attention of the SPO Manager and Regional Sales Manager and National Director of Sales.
- Researches and prepares quotes to ensure maximum profit and market competitiveness.
- Attends team training sessions to further enhance skill sets in Linc, customer service solutions, order entry and purchase order generation.
- May represent Staples at PK's or table tops, customer shows, corporate trade shows, and may occasionally travel within the territory for assigned special projects.
- Maintains a record of sales activities and follow-up requirements in the designated system.
- Works within Linc and runs/follows-up on daily tasking report. Updates Linc orders directly with information from vendors (ie: ship date, tracking, pricing).
- Ensures vendors receive PO’s, art files, order instructions; confirms they can meet event date.
- Contacts the vendors with any order/product changes or problems.
- Secures vendor invoices, compares invoices to PO’s, reveals discrepancies to the Special-Order Team Lead.
- Works with Accounting and Special-Order Team Lead to manage open order report and keep order invoicing on track.

What you bring to the table:

- Strong ability to increase sales by staying current with new products and trends.
- Ability to encourage the utilization of preferred suppliers to maximize profitability.
- Ability to minimize freight cost and increase freight revenue to maximize profitability.
- Strong customer complete satisfaction with their Staples experience.
- Exceptional customer service skills experience.
- Highly proficient business written and verbal communication skills, as well as the ability to discern message content.
- Strong organizational skills and the ability to handle and prioritize multiple tasks/projects simultaneously.
- Strong attention to detail.
- Solid knowledge of company systems and processes.
- Proficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint).
- Ability to demonstrate flexibility and adaptability in a fast-paced and changing work environment.
- Ability to support company & management initiatives and/or decisions.
- Advanced “strategic business sense” skills and math aptitude.
- Thorough and complete knowledge of company systems and processes.

**Qualifications**:
What’s needed
- Basic Qualifications:

- 2 to 4 years of related work experience.

What’s needed
- Preferred Qualifications:

- Promotional products merchandising or purchasing skills
- Industry experience with SAGE
- Bachelor’s Degree in related field

We Offer:

- Inclusive culture with associate-led Business Resource Groups
- Flexible PTO and Holiday Schedule
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

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