Customer Experience Rep- Staples Promotional Products
About The Position
Staples Promotional Products (SPP) is a division of Staples and a national leader in the promotional products industry, helping customers build brand loyalty with customized merchandise. As an SPP Customer Experience Representative, you will be a key liaison between customers, internal teams, and external partners. This remote role involves managing orders, resolving customer issues, and fostering relationships to support business growth. The position is ideal for individuals who enjoy transforming complex requests into smooth experiences and value collaboration, variety, and ownership.
Requirements
- Excellent written and verbal communication skills, with adaptability to different customer needs.
- Customer-first mindset with a proactive approach to service, relationship building, and follow-through.
- Strong problem-solving skills and confidence in handling complex or sensitive customer concerns.
- Ability to prioritize and multitask effectively in a fast-paced, metrics-driven environment.
- Strong attention to detail and accuracy in order processing, documentation, and coordination.
- Collaborative and 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 like Microsoft Teams.
- Experience 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 via phone, email, chat, and Microsoft Teams by processing orders, resolving inquiries, and ensuring a positive experience.
- Build strong customer relationships and identify cross-selling and upselling opportunities.
- Accurately enter orders, provide timely status updates, and monitor open order reports.
- Coordinate with carriers for shipment rerouting or expediting to ensure on-time delivery.
- Utilize multiple ordering platforms and specialized tools for color, logo, and personalization options.
- Collaborate with warehouse, account management, inventory, finance, sales, implementation, and export teams for seamless order execution.
- Represent Customer Experience in account meetings and suggest service, sales, and growth improvements.
- Resolve complex concerns by issuing credits or replacement orders, and negotiating within policy guidelines.
- Support international customers and export partners for timely delivery and cost recovery.
- Contribute to operational initiatives and customer outreach to support sales, margin, and budget utilization.
Benefits
- Inclusive culture with associate-led Business Resource Groups
- Flexible PTO (14 days)
- Holiday Schedule (7 observed paid holidays)
- Online and Retail Discounts
- Company Match 401(k)
- Physical and Mental Health Wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
