Facilities Account Specialist

Staples • Framingham, MA

2d

About The Position

Staples is business to business. You’re what binds us together. Our world class sales and sales support teams work directly with businesses of all sizes to offer products and services to meet our customers’ unique needs. We are committed to understanding our customers and use best-in-class sales tools and technology to find the best solutions. We’re constantly discovering new ways to reach our goals, taking time to develop our skills, and investing in our career growth, so we can enjoy lucrative opportunities and grow our careers both within and beyond sales. The Facility Solutions Specialist (FSS) serves as a key contributor within the Facility Solutions (FS) sales model, working collaboratively to support and drive sales initiatives. This position engages with both existing and potential Staples Business customers via online chat, email, phone, video conferencing, and various digital sales channels. The FSS provides expert solutions within the Janitorial/Sanitation and Breakroom product categories, supporting the expansion of FS's share of wallet among its customers. Additionally, the FSS regularly collaborates with Account Executives and cross-functional partners to ensure seamless service and optimize client outcomes. Introduction: As one of the leading national cleaning and maintenance programs in the country, Staples Facility Solutions offers a wide assortment of janitorial and cleaning supplies. With more than 15 years of industry experience, the Staples Facility Solutions’ nationwide team consults with business-to-business customers to create a customized solution, helping with product selection, usage, and training. Staples Facility Solutions is focused on delivering the best customer experience and the best service to support their needs. Position Summary: Responsible for maintaining and managing the service level resolution, margins, program expansion, and a variety of implementation and sales support activities for Facility Solutions accounts within a targeted vertical market. Provide support for the Facility Solutions sales process.

Requirements

• Bachelor’s Degree and a minimum of five (5) years’ experience in a sales environment, issue resolution, customer service position: or an equivalent combination of education, training, and experience
• Knowledge of strategic account system functionality, interfaces, market processes, order processing, sales, customer service, billing, receivables, picking/distribution, and information services required
• Expert knowledge in MS Office software applications (specifically Excel, Word, and Power Point required)
• Strong Excel knowledge with the capability to develop complex formulas to identify root causes or data patterns
• Excellent data analysis skills
• Good communication skills, both verbal and written
• Excellent customer service skills
• Good interpersonal skills
• Detail oriented
• Strong organizational and follow-through skills
• Ability to multi-task
• Strong problem-solving and issue resolution skills
• Project management skills
• Process-oriented

Nice To Haves

• Account implementation experience
• Strong knowledge of Janitorial supply industry products and trends
• Knowledge of facilities products and issues associated with changing vendors, including dispensers
• Knowledge of Data Warehouse structures

Responsibilities

• Provides backup support for day-to-day account responsibilities for the Facility Solutions Account Development Managers/ National Field Sales Directors to provide them more time to execute the selling process to accounts.
• Provides support for Facility Solutions Business Development Executives in the sales development cycle.
• Provides project-based initiative support for ongoing accounts, including development of project plans and follow through on each of the initiatives until complete.
• Closely monitors revenue and profit performance of all Facility Solutions Account Development Manager/ National Field Sales Director accounts utilizing dashboard tools to meet or exceed Pro Forma targets.
• Escalates all margin and profits performance issues for immediate resolution.
• Communicates all issues to impacted business partners, operations, and sales.
• Assists Sales in completing product cross-reference files to shorten sales cycle.
• Closely monitors service levels of all vertical accounts utilizing dashboard tools and quickly escalates to resolution all service performance issues including backorders, credit holds, EDI issues and sourcing problems.
• Communicates all issues quickly to Facility Solutions Account Development Manager and impacted functional areas.
• Monitors backorder reports generated by purchasing staff and communicates issues to buyers and inventory managers.
• Point of contact for local Facility Solutions teams for new Facility Solutions national opportunities. All opportunities will quickly be escalated to Facility Solutions Account Development Manager and Facility Solutions National Field Sales Director for contact and go forward strategy.
• Monitors all deviated cost changes and price increases to ensure all changes have been made and communicates closely with Facility Solutions Account Development Manager when changes need to be made to pricing specifications.
• Prepares total cost savings analyses for customer opportunities. Working with Facility Solutions Account Development Manager and Business Development Executives, as well as the Bids / Pricing team, the customer, and vendors, develops customer facing analysis and presentations for sales.
• Coordinates demo and sample activities and supplies for new opportunities or programs.
• Helps to prepare quarterly Facility Solutions Business reviews and monitor QBR calendars by account for review planning.
• Reports results of customer satisfaction surveys to sales team and addresses any issues.
• Maintains usage reports for vertical markets, as assigned.

Benefits

• Inclusive culture with associate-led Business Resource Groups
• 22 days of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level