Supervisor, Customer Maintenance

2 weeks ago

Mississauga, Canada Staples Canada Full time

: 1237192

**Who we are**

We, at Staples Professional, provide our business customers with a deep professional expertise when it comes to Business Essentials, Furniture, Facilities, Technology, Print/Promo, and Pack and Ship, as well as next-day delivery service and customized solutions for ordering, billing and reporting. We are part of the Staples umbrella in Canada, and as such we are a true multi-channel solution provider - online, at our customers place of business and in-store, for all our customers needs. We are looking for people who are curious, passionate and put the customer first.

**We are building an inclusive and diverse team**
Staples Professional is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Job Summary**

Supervise a diverse workforce responsible for customer account set-up, on-going account maintenance and issues of all Customer Accounts related to Alpha Maintenance and the Customer Direct Program. Provide guidance and support for the set-up and on-going maintenance for all complex Alpha accounts on a National level on timely basis.
Ensure SLA targets are achieved by managing workforce resources, improving process and thus maximizing on potential sales growth targets
Ensure consistent customer experience for our customers through empowering associates and by providing the resources, support and information necessary for associates to achieve this goal.
Coach and mentor associates through positive reinforcement of Staples Soul and training.
Work with Customers, Sales, Sales Operations, Nat’l Mgr Implementation and Customer Programs and Executives to ensure the Staples Customer Experience results in achievement of Sales Growth targets outlined each year through supporting retention and acquisition activities.
With National Manager, Implementation and Customer Programs design programs, execute process strategy and tools that support growing sales demands.

**Key Job Responsibilities**
Impact on Business (i.e. business contribution; nature and scope of responsibility; risk and financial management; strategic vs. tactical vs. delivery orientation.
- Supervise daily activities of the Customer Maintenance Teams for Alpha that covers multiple time zones across the country.
- Manage work queues for changes, tasks and problems, assign to staff. Schedule rotations related to internal and external general inboxes. Train, implement, and enforce the use of Staples operational processes in areas such as, but not limited to customer maintenance and troubleshooting.
- Be aware of all customer SLA’s and impact to the business. Monitor compliance to SLA’s
- Communicate status of all customer projects, achievement of SLA’s, to the Manager of Implementation and Customer Programs each period
- Assist in the development of processes, tools and forms to expedite customer requests such as upload files, batch changes etc. in order to manage complex and high-volume requests and still maintain SLA standards.
- Provide detailed consultation to Sales as well as to appropriate internal contacts/depts regarding the scope and effect of all updates and changes to Alpha account configurations as well as associated Eway tools. Complete the necessary updates and prepare parties for resulting changes and required action items.
- Liaison between Functional Department Management Groups ensuring policies and procedures are geared towards the best interests of the customer.
- Drives engagement and increases enrollment into our Customer Direct Program
- Monitors external and internal customer feedback to ensure that all interfaces create a world-class consistent, quality customer experience.
- Understanding our ERP database and how it feeds several critical process components and systems to drive proper account requirements, personality and performance is critical to success in this role and the success of our customers.
- Responsible for monitoring the archiving of all Alpha and Customer Direct requests on a National level; BDM/IAM Alignments for on-boarding accts
- Create training documents perform team reviews of system enhancements and educate associates on working knowledge of Alpha and Eway including current understanding of best practices and processes for functional departments that interact with Sales and our Customers,
- Oversee month end sales rep transfers and flag updates to Dormant and CMP accounts ensure we are not restricting product offerings
- Ensure staff scheduling supports customer demands. These duties include, but not limited to, performance management and reporting, delegation of work, conflict resolution, training/mentoring, hiring/promotional/discipline re

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