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Customer Experience Rep. - Inside Sales

Function: Inside Sales
Location: SPP Canada - Montreal, Montreal, Quebec CA
Date posted: 9/10/2019 12:02:40 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1100145
About Us
Staples Promotional Products (SPP) is the world's most trusted source for branded solutions because we make promotional products easy.  We are committed to providing outstanding service and exceptional value by being your business partner in brand development. That's why companies large and small, all over the world, turn to us for the resources they need to increase brand reach and visibility.
Leading the industry with over 65 years of experience, Staples Promotional Products has financial strength and global partnerships that ensure we can deliver your custom order on time and at the best possible price. We are dedicated to helping your business.
Work Location: 55 Interchange Way Vaughan, ON, 730 42nd Ave SE, Calgary, AB  T2G 5N9 or 1751 Richardson suite 6.106, Montreal, QC H3K 1G6
Job Summary
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 Field 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 Field Reps and vendors).  The SPO Customer Experience Rep supports the SPO Team Lead, Field Reps and customers directly with product sourcing, quoting (ie: Linc 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 Field Reps), delivery of sales, and invoice resolution relief to internal accounting partnersThe 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.    
Job Responsibilities
  • Works with one or more assigned SAM’s/Field Rep Teams to service key accounts with product sourcing, 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 quotes, order confirmations, art proofs, and tracking details, and answering any client inquiries about current quotes, orders and closed orders/invoices
  • Has direct contact with vendors via product sourcing, 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 and Regional Sales Manager and National Director of Sales
  • Researches and prepares quotes to ensure maximum profit and market competitiveness
  • 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
  • Advises the customer on the best product(s) to accomplish objectives
  • Provides creative solutions to exceed the 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
  • Increases sales by staying current with new products and trends
  • Collaborates with Special Order Team Lead, Field 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 sales 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
Primary Interaction
  • With Clients
  • With Team Field Sales Representatives and Strategic Account Manager
  • With Vendors
  • With all departments within the company

Education/Experience Equivalent
  • High School Diploma or equivalent combination of educations and related experience
  • Bachelor’s Degree in related field, preferred
  • 2 – 4 years of related or transferrable experience
Other Skills
  • Exceptional customer service skills
  • Highly proficient business written and verbal communication skills, as well as the ability to discern message content
  • Strong organizational skills and the ability to handle and prioritize multiple tasks/projects simultaneously
  • Strong attention to detail
  • Solid knowledge of company systems and processes
  • Proficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint)
  • Industry experience with SAGE is preferred
  • Ability to demonstrate flexibility and adaptability in a fast-paced and changing work environment
  • Ability to demonstrate a positive and supportive attitude at all times even during stressful or difficult situations
  • Ability to support company & management initiatives and/or decisions
  • Advanced “strategic business sense” skills and math aptitude
  • Thorough and complete knowledge of company systems and processes
  • Promotional products merchandising or purchasing skills an asset

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537

Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.

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