Customer Experience Rep- Staples Promotional Products

Staples Inc.•Wildwood Mobile Home Park, NY

6h•$19 - $21•Remote

About The Position

Staples Promotional Products (SPP), a division of Staples, is a national leader in the promotional products industry. SPP helps customers build brand loyalty with customized merchandise solutions. The Customer Experience Representative is a remote role that serves as a connection between customers, internal teams, and external partners. This role involves managing orders, resolving customer challenges, and strengthening relationships to support business growth. The opportunity offers collaboration, variety, and ownership for those who enjoy creating seamless experiences from complex requests.

Requirements

Excellent written and verbal communication skills, with the ability to adapt your approach to different customer needs and situations.
A customer-first mindset with a proactive approach to service, relationship building, and follow-through.
Strong problem-solving skills and confidence handling complex or sensitive customer concerns.
The ability to prioritize and multitask effectively in a fast-paced, metrics-driven environment.
Strong attention to detail and accuracy when processing orders, documenting activity, and coordinating next steps.
A collaborative, adaptable approach to working across teams and systems.
2+ years of related or transferable experience in customer service, order management, or sales support.
1+ year experience with Microsoft Office and collaboration tools such as Microsoft Teams.
Experience working with CRM systems and order-processing platforms.
A designated, distraction-free home workspace with high-speed internet.

Nice To Haves

Associate or technical degree in a related field.
Experience in promotional products, eCommerce order support, account support, or a multi-channel customer service environment.
Experience working with phone and email performance metrics.
Experience coordinating new customer or program implementations with Sales and Implementation teams.
Experience supporting international orders, shipping coordination, or customer growth initiatives.

Responsibilities

Support customers across phone, email, chat, and Microsoft Teams by processing orders, resolving inquiries, and delivering a consistently positive experience.
Build strong customer relationships and identify thoughtful cross-selling and upselling opportunities that align with customer needs.
Enter orders accurately, provide timely status updates, and monitor open order reports through shipment and invoicing.
Coordinate with carriers to reroute or expedite shipments when needed to support on-time delivery.
Navigate multiple ordering platforms and specialized tools, including color selection, logo selection, and personalization options.
Partner with warehouse, account management, inventory, finance, sales, implementation, and export teams to ensure seamless order execution.
Represent Customer Experience in account meetings and recommend opportunities to improve service, sales, and customer growth.
Resolve complex concerns by issuing credits or replacement orders and negotiating partial credits or discounts within policy guidelines.
Support international customers and export partners to promote timely delivery and appropriate cost recovery.
Contribute to operational initiatives and customer outreach that support sales, margin, and budget utilization.