Staples Promotional Products--Special Order Customer Experience Rep

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

While you may know Staples as the world's leading office supply company, Staples Promotional Products – a division of Staples – is a national leader in the promotional products industry. At Staples Promotional Products, we help customers build love for their brands with customized merchandise solutions. Whatever story they want to tell, connection they want to make, or goal they need to deliver, Staples Promo makes it easy to design promo experiences that create lasting impact. Join our winning team

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 sourcing, quoting, ordering, processing, and delivery of sales. The SPO Customer Experience Rep is the key point of contact for all SPO quote and transaction activity (directly communicating with customers and Sales Reps and vendors). The SPO Customer Experience Rep supports the SPO Team Lead, Sales Reps and, 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.

What you'll be doing:

• Support assigned Sales Rep Teams by quoting, order processing, and follow-up through to delivery and invoice resolution.
• Maintain direct communication with clients, sending quotes, order confirmations, art proofs, tracking details, and responding to inquiries.
• Work closely with vendors for product sourcing, purchase order generation, tracking, and confirming delivery dates.
• Collaborate with the Special Order Team Lead and Accounting to ensure timely invoicing and resolve discrepancies.
• Attend team meetings and training to stay current with new products, trends, and system enhancements.
• Represent Staples at customer shows, corporate trade shows, and occasionally travel for special projects.
• Contribute to team success by sharing best practices and providing back-up coverage when needed.
• Respond immediately to inquiries, issues, and customer complaints, maintaining high standards of satisfaction.

What you bring to the table:

• Exceptional customer service skills and a positive, supportive attitude in all situations.
• Highly proficient written and verbal communication, with attention to detail and message discernment.
• Strong organizational skills, with the ability to prioritize and manage multiple tasks/projects simultaneously.
• Technical proficiency for learning order processing systems and expert use of Microsoft programs (Excel, Outlook, Word, PowerPoint).
• Ability to adapt in a fast-paced and changing work environment.
• Solid knowledge of company systems, processes, and promotional products merchandising or purchasing skills are an asset.
• Proficient use of Microsoft programs (Excel, Outlook, Word, PowerPoint).
• Strong attention to detail and organizational skills.
• Ability to support company and management initiatives.

What's needed-Basic Qualifications:

• High School Diploma or equivalent combination of education and related experience.
• 2+ years of related, transferrable customer service experience.
• Must be bilingual in French and English (both written and verbal).

What's needed- Preferred Qualifications:

• Promotional products merchandising or purchasing experience.

We Offer:

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