Act as the first line of customer support related to post-sale inquiries for Custom Printed products.
Receive calls from Staples Business Delivery (SBD) Call Centers for any order that has been placed for a Custom Print Product (either via phone or on-line) in which the customer has a follow up question or requires a return/cancellation.
After point of contact from the customer, provides resolution for the order identified. Resolution may be provided by leveraging systems that Staples Business Delivery uses (i.e. AS400) or by reaching out to a variety of different vendors (inclusive of ‘Mark the World’, ‘Print 123’, ‘Bic’, ‘Taylor’, or ‘DFS’).
When resolution can be provided within a reasonable expectation, assists customer immediately upon receipt of the phone call.
In the event the resolution will be delayed for the customer (more than 1-2 minutes), conducts follow-up outbound calls for resolution.
Assesses inquiries and customer service questions to determine whether there is a further sales opportunity related to Custom Print.
Forwards appropriate sales opportunities to Team Manager for assignment to outbound sales team.
Documents common reasons for resolution needs by vendor used, in an effort to drive process improvement and improve service level expectations with associated vendors.
Actively participates in Custom Print and Product Solution Sales (PSS) team meetings.
Shares insights learned on the phone with team members as appropriate.
Participates, as appropriate, in Marketing/Merchandising meetings with the Strategic Initiative team in an effort to further drive the business contribution related to Custom Print/Copy & Print.
Must have a minimum of 1 year of customer service experience in a high volume environment (preferably in call/contact center)
Excellent verbal communication skills
Ability to work in a team environment where sales goals are present, is preferable
Knowledge of Microsoft Office products necessary; experience in an AS400 order entry system preferable
Customer Service/Contact Centers
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