Furniture Sales Specialist

: 1259023

**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.

**Some of what you will do**:
Staples Professional is the contract business-to-business division of Staples, working with companies of 20 or more employees to develop customized programs with specialized pricing, dedicated account management, and a complete assortment of products and services at a low total delivered cost. In addition to a complete selection of office products, Staples Professional offers: Business Interiors by Staples, Staples Technology Solutions, Staples Facility Solutions, Staples Print Solutions and Staples Promotional Products.

**Specifically, You Will**:

- Effectively manages customer and sales rep interactions through first level support for transactional furniture inquiries.
- Manage and resolve customer concerns or problems, providing follow up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within department’s standard SLA (Service Level Agreement)
- Effectively utilize systems, tools and processes and gathers necessary information from business partners when handling customer inquiries and resolving issues.
- Efficient and accurate management of customer transactional furniture orders, vendor acknowledgements and merchandise returns for customers in both Alpha and CFS systems.
- Verify product costs, order margins and chargeable service fees are accurate and escalate for manager’s approval if outside of guidelines.
- Expedite and process furniture orders, credits and re-bills, replacement parts and returns received via multiple media avenues, entering into the appropriate system with a high level of accuracy and in a timely manner.
- Identify and close sales opportunities, proactively upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
- Supporting customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries.
- Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs.
- Effectively manages customer inquiries and orders for transactional furniture for both stock and special order items.
- Participates in ongoing process training, vendor training and furniture business updates supporting a continuous improvement culture.
- Proactively provides a consistent and reliable customer service experience and promotes the retention of the customer base
- Processing of orders and inquires with a high level of accuracy in a timely manner.
- Single call resolution improving the customer experience
- Knowledgeable furniture specialists proactively identifying and closing sales opportunities, upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines
- Finding the future by supporting sales reps and taking on non-sales activities
- Identify and close sales opportunities, proactively upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines.
- Supporting customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries.
- Single call resolution improving the customer experience

**Some of what you need**:

- Post Secondary Education or equivalent work experience
- Minimum 2 years previous customer service experience required
- Working knowledge of CFS, Alpha or similar Order Management System
- Proficient with MS Office Products and Outlook
- Knowledge of furniture products preferred
- Excellent written and verbal communication skills
- Excellent customer service, interpersonal and