Promotional Products Special Order Manager

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 Staples Promotional Products Special Order Manager is responsible for the leadership, coaching, success, goal-setting, goal-achievement, and development of the Special Order (SPO) Canada Team, which consists of Special Order Team Leads, Sr. Special Order Customer Experience Reps, and Special Order Customer Experience Reps. Supports Special Order Team Leads and their Special Order Team associates with management and trouble-shooting of Special-Order-related tasks (servicing activities that involve direct customer contact, product sourcing/quoting, order-entry, processing, follow-up and invoicing-resolution functions within Linc) Canada-wide, while measuring and enhancing efficiencies within these functions. Responsible for meeting company revenue and margin dollar goals, as well as maintaining and driving profitability with the use of preferred vendors and transport carriers. Collaborates with Regional Sales Reps, Sales Reps, and Customer directly to ensure that Special Order servicing solutions are seamless and solutions are delivered on time every time. Supports Special Order Team with product sourcing, quotes, and all quote/order entry activities within Linc, and facilitates dialogue between internal and external customers and suppliers to enhance customer service experiences/assess any areas that can be improved upon. Supports the Leadership Teams within the organization to drive efficiencies within the SPO team and maximize order-entry productivity.

What you'll be doing:

• Lead, coach, and develop the Special Order (SPO) Team, including Team Leads, Sr. Customer Experience Reps, and Customer Experience Reps.
• Own performance management: provide coaching, conduct evaluations, and support Team Leads in managing their teams effectively.
• Manage daily operations and ensure team meets SLA goals for quote/order timelines, response times, and customer satisfaction.
• Oversee full lifecycle of Special Order processes: product sourcing, quoting, order entry, vendor communication, tracking, delivery, and invoice resolution.
• Ensure SPO Reps provide exceptional customer service by working directly with clients and Sales Reps to meet and exceed expectations.
• Collaborate with Regional Sales Managers, Sales Reps, and leadership teams to drive cross-functional communication, enhance SPO efficiency, and resolve customer concerns.
• Monitor productivity and performance metrics; communicate results against period, quarterly, and yearly goals (e.g., margin dollars, conversion time).
• Manage and improve SPO systems and workflows using ERP (Linc), ensuring smooth order processing, troubleshooting, and training.
• Lead SPO reporting: analyze and communicate performance, efficiency metrics, and project outcomes.
• Partner with Supply Chain, vendors, and internal stakeholders to align on vendor use, pricing, and product compliance.
• Collaborate with hiring managers to interview and onboard new SPO team members.

What you bring to the table:

• Strong experience in performance coaching, team development, and cross-functional leadership.
• Deep understanding of order management systems (Linc or equivalent ERP) and ability to troubleshoot and train.
• Exceptional customer service mindset with proven success managing direct client interactions and resolving escalations.
• Ability to manage multiple priorities and drive operational efficiency in a fast-paced environment.
• Strategic thinker with strong project management skills and a track record of driving margin growth and cost efficiency.
• Proven ability to use analytics and reporting to track team performance and drive continuous improvement.
• Strong collaboration skills across departments (Sales, Supply Chain, Customer Care, Vendors).
• Knowledge of product safety compliance and ability to mitigate risk through supplier management and internal process controls.

What's needed - Basic Qualifications:

• 5+ years Advertising Specialty Institute experience in the areas of: Sales and Support, Customer Service, Product and decoration method expertise.
• Transactional knowledge of purchase ordering protocols and sourcing platforms.
• 2+ years of leadership experience.

What's needed - Preferred Qualifications:

• Post-secondary education.
• Experience presenting in front of groups and knowledge-sharing.
• Experience with ASI industry, order management systems, and supplier negotiation.

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