Account Specialist Print

Staples • Framingham, MA

3d

About The Position

The Account Specialist Print Team is a dynamic group focused on driving exceptional customer satisfaction and profitable print sales growth within Staples’ contract-based print services. This position is dedicated to growing profitable print sales in contract by providing direct support for internal and external print customers. The role manages both programmatic and transactional print business and ensures the highest levels of customer satisfaction. This specialist operates in a fast-paced, customer-obsessed environment, coordinating multiple inquiries, managing a pipeline of opportunities, and driving program improvements across the organization. Impact on Business: The Account Specialist has a significant impact on Staples’ Print Services business by: Customer Retention and Satisfaction: Instrumental in maintaining customer loyalty through responsive, high-quality support and proactive communication, reducing churn and fostering long-term relationships. Sales Growth and Profitability: Actively contributes to expanding service offerings and maximizing revenue by managing profitable quoting and identifying growth opportunities within existing accounts. Operational Efficiency: Optimizes workflows and reduces bottlenecks through effective cross-functional coordination and process improvement initiatives, enhancing accuracy and cost management.

Requirements

• Minimum 2 years of relevant print/digital copy experience.
• High School diploma or equivalent.
• Strong organizational skills to effectively manage multiple concurrent projects.
• Ability to excel in a fast-paced environment with specific attention to detail.
• Strong relationship building and interpersonal skills; proven ability to work effectively in a team environment.
• Professional and effective written and verbal communication skills.
• Competency in MS Office suite and PC Skills; basic mathematical aptitude.

Nice To Haves

• Bachelor’s Degree in Business Administration or related field.
• Strong computer and web skills with an ability to learn new systems and tools quickly.
• Flexible team player with ability to handle multiple tasks simultaneously, functioning in a fast-paced environment under regular time pressures.

Responsibilities

• Manage transactional and programmatic custom orders, projects, and warehouse replenishment (specialty accounts).
• Be fiscally responsible, ensuring quotes are presented at profitable margin rates .
• Proficiently manage support queues and a pipeline of requests, converting them into print sales while providing high levels of customer satisfaction.
• Drive retention and sales through professional customer interaction and follow-through.
• Provide primary customer and sales support through a variety of contact methods for all print customers.
• Professionally intake, analyze, and resolve issues through corrective action and/or coordination of cross-functional communication, taking proactive measures to prevent recurrence.
• Provide timely communication and follow-up to external and internal customers throughout the various stages of an order lifecycle (quotation, proofing, production, fulfillment, and delivery).
• Collaborate and plan with the Sales organization and customers to ensure programs are managed effectively to enable retention and growth opportunities.
• Accurately collect and communicate custom print order specifications for sourcing opportunities and maintain accurate detailed records.
• Leverage analysis of various reports, extract opportunities specific to your support group and geography, and present recommendations to the Print Sales team for changes to grow sales and improve operational efficiencies of accounts.
• Identify opportunities for process improvements, assisting in the development of effective strategies to implement them.
• Maintain high level of understanding of all print databases and systems knowledge required to support our customer.
• Attain Key Performance Indicators (KPIs), including win rate, customer engagement, and Service Level Agreements (SLAs).

Benefits

• Generous amount of paid time off
• 401(k) plan with company match, medical, dental, vision, life and disability insurance with many more optional benefits.
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED