Customer Success Advisor

Office Depot•Frisco, FL

2d•Onsite

About The Position

The Customer Success Advisor serves as a key point of contact for customers and sales representatives, owning the resolution of issues and the delivery of an exceptional service experience. This role is responsible for quickly diagnosing problems, recommending and implementing appropriate product, service, and solution options, and proactively identifying opportunities to add value and drive additional revenue through upselling and cross selling. The Customer Support Advisor will manage inbound calls and emails, support multiple service areas as business needs evolve, and provide guidance on orders, products, services, returns/exchanges, and delivery issues. In addition, this position requires regular visits to customer sites within the assigned local market area, partnering closely with sales representatives to strengthen relationships, better understand customer needs, address on site service concerns, and support overall account growth. To be considered candidates must be local to the Dallas, TX area and available to work onsite Monday-Friday.

Requirements

High School diploma or equivalent, education preferred
Customer service, sales support, or sales operations in a fast paced, customer focused environment.
Experience working with internal and external customers to resolve issues and provide solutions.
Basic to intermediate computer skills, including the ability to: Navigate and use CRM, order management, or ticketing systems (experience with such tools preferred).
Use email, office productivity tools, and web based applications to access and update information.
Ability to learn and effectively use internal systems, tools, and processes required to perform job responsibilities.
Excellent verbal and written communication skills, with the ability to explain information clearly and professionally to customers and internal partners.
Demonstrated ability to work effectively as a team player, sharing information and supporting colleagues to achieve team goals.
Strong time management skills with the ability to prioritize, multi task, and manage a high volume of inquiries in a fast paced environment. Solid organizational skills and attention to detail.
Strong customer negotiation skills with the ability to handle difficult conversations, manage expectations, and reach mutually beneficial solutions.
Demonstrated ability to initiate, analyze, and resolve complex or ambiguous issues, determining the proper course of action with minimal supervision.
Comfortable working in an evolving environment with changing priorities, processes, and customer needs.
Excellent communication skills in English (written and verbal). Strong interpersonal skills with the ability to build rapport and trust with customers and internal stakeholders.
Strong customer service orientation with a commitment to delivering an outstanding customer experience.
Self-starter who takes ownership, anticipates needs, and follows through on commitments.
Able to analyze information, identify patterns, and make sound recommendations and decisions.
Able to manage pressure, maintain composure, and remain solution oriented in challenging situations.
Demonstrates reliability, integrity, and a positive attitude in all interactions.

Nice To Haves

Bachelor’s degree preferred
Customer service or sales certifications are a plus.

Responsibilities

Customer Issue Resolution, Service Delivery & On‑Site Support: Respond to and resolve customer and sales representative inquiries via phone, email, and in person, including questions related to ordering, products, services, returns/exchanges, delivery delays, and other service‑related issues. This role will require regular on‑site visits to customer locations within the local market area to address issues firsthand, strengthen relationships, and ensure a high level of service. Use strong problem‑solving skills and follow established procedures to ensure timely, accurate, and professional resolution of all cases.
Solution Execution & Escalation Management: Take ownership of issues by identifying root causes, coordinating with internal teams as needed, and executing appropriate solutions. When necessary, escalate complex or high‑impact issues to the Manager or appropriate stakeholders, ensuring clear documentation, follow‑through, and closure on behalf of the customer or sales representative.
Proactive Recommendations, Upselling & Cross‑Selling: Proactively recommend appropriate products, services, and solutions that address customer needs and improve their experience. Identify opportunities to upsell or cross‑sell based on customer profiles and conversations, while maintaining a strong focus on consultative service and customer satisfaction.
Service Area Support & Special Projects: Support additional service areas based on business needs, including participation in process improvements, pilot initiatives, reporting, and other special projects. Contribute feedback and ideas to enhance service quality, efficiency, and customer experience.
Customer & Field Engagement: Partner with sales representatives to drive to and visit customer sites and drivers within the assigned geographical area (e.g., DFW Metroplex) on a monthly basis or as needed. Support relationship building, gather feedback, assist in resolving on‑site service concerns, and identify opportunities to improve service and drive business growth.
Documentation, Compliance & Continuous Improvement: Accurately document all customer interactions, actions taken, and outcomes in the appropriate systems. Adhere to all policies, procedures, and quality standards, and actively participate in training, coaching, and feedback sessions to continuously improve individual and team performance.

Benefits

The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization!

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