Spp Spo Cust Experience Rep

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 resolution
- Ensures customers have complete satisfaction with their Staples experience
- Has 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/invoices
- Has direct contact with vendors via product details/confirmation, 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
- Acts as a liaison between SPP and customers with regards to invoicing and service concerns
- 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, Regional Sales Manager, and National Director of Sales
- Maintains and increases margins to within client and department guidelines
- Wherever possible will encourage the utilization of preferred suppliers to maximize profitability
- Will strive to minimize freight cost and increase freight revenue to maximize profitability
- Provides creative solutions to exceed customer expectations
- Attends team meetings
- 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
- Collaborates with Special Order Team Lead, Sales Reps, Program and Special Order Team Members in optimal ways to service accounts and build positive relationships
- Provides back-up coverage for other SPO Customer Experience Representatives when necessary
- Responds immediately to inquiries, issues and customer complaints
- Maintains a record of order-entry activities and follow-up requirements in the designated system
- Contributes to the team effort by participating in team calls/meetings and sharing of best practices
- Works within Linc and runs/follows-up on daily tasking report
- Ensures vendors receive PO’s, art files, order instructions; confirms they can meet event date
- Ensures vendors provide tracking numbers
- Communicates to the Special Order Team Lead any problems received from the vendor
- 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
- Works with Accounting and Special Order Team Lead to resolve any outstanding vendor invoice discrepancies
- Updates 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 skills
- Highly proficient business written and verba