Special Order Customer Experience Representative, Staples Promotional Products - Bilingual (English/French)

Staples Inc.•Montreal, QC

About The Position

Staples Promotional Products – a division of Staples – is a national leader in the promotional products industry. At Staples Promotional Products, we help customers build love for their brands with customized merchandise solutions. Whatever story they want to tell, connection they want to make, or goal they need to deliver, Staples Promo makes it easy to design promo experiences that create lasting impact. Join our winning team! The Special Order Customer Experience Representative is responsible for delivering best-in-class customer satisfaction by managing the full lifecycle of special orders—from sourcing and quoting to order processing, delivery, and invoice resolution. Acting as the primary point of contact for customers, sales teams, and vendors, this role ensures accuracy, timeliness, and profitability of transactions while proactively resolving issues and maintaining strong relationships across all stakeholders.

Requirements

Bilingual fluency in English and French
High School Diploma or equivalent combination of education and experience
2+ years of related or transferable experience, including customer service experience
Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and PowerPoint
Exceptional customer service mindset with a passion for delivering a positive client experience
Strong written and verbal communication skills with the ability to clearly convey information
Highly organized with the ability to manage and prioritize multiple tasks simultaneously
Strong attention to detail and problem-solving capabilities
Technical aptitude with the ability to learn order processing systems quickly
Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint)

Nice To Haves

Experience with order processing systems and workflows (e.g., sourcing, quoting, PO generation, invoicing)
Familiarity with SAGE or similar industry tools
Background in promotional products, merchandising, or purchasing
Strong business acumen with the ability to balance profitability and customer satisfaction
Experience working directly with vendors and managing end-to-end order execution
Strong organizational, communication, and multitasking skills
Attention to detail and ability to work accurately in a fast-paced environment
Ability to adapt, stay flexible, and maintain a positive attitude in changing or high-pressure situations

Responsibilities

Partner with Sales Representatives and key accounts to manage product sourcing, quoting, order entry, processing, delivery, and invoicing
Serve as the primary point of contact for customers and vendors—providing quotes, order confirmations, proofs, tracking updates, and resolving inquiries
Coordinate directly with vendors for product sourcing, purchase orders, pricing confirmation, and delivery timelines
Manage order lifecycle activities including acknowledgements, status updates, and issue resolution to ensure on-time delivery
Collaborate with Accounting to ensure timely invoicing and resolve discrepancies
Proactively identify and resolve order, vendor, or invoice issues to deliver a seamless customer experience
Research and prepare competitive, profitable quotes while maintaining margin expectations
Recommend products and creative solutions that meet customer objectives and exceed expectations
Maintain accurate records of orders and activities within internal systems (e.g., Linc)
Support continuous improvement by sharing best practices and participating in team meetings and training
Provide backup support to team members and assist with special projects, trade shows, or customer events as needed