Specialist, CPD Client Services

Office Depot•Boca Raton, FL

About The Position

The Specialist – CPD Client Services works as a member of a call-center team dedicated to providing additional service and support to high value CPD Customers. This individual is responsible for providing value-added services such as: Web Maintenance; Specialized Reporting, Tracking, & Billing; Centralized Call-Center Communications; and Cross-Business Unit Coordination. This position works with CPD Operations Teams to manage Wholesale customer projects and ongoing programs to ensure that high priority customers receive a seamless blend of both front-end sales consultation and back-end service delivery. In addition, this individual will work directly with CPD 3rd Party Vendors and Suppliers on behalf of Wholesale Clients to ensure proper performance on complex projects and programs. Measurement of performance for the Specialist – CPD Client Services will combine: Overall CPD Growth and Profitability Metrics, Customer Satisfaction Surveys, and CPD Leadership Input. He/she will also handle or assist with special projects as needed.

Requirements

Associate's degree or equivalent experience
Business (Area of Study)
2 Minimum Years of Experience
Proficient in MS Office applications, industry standard web browsers and Intranet applications such as the Store Portal.
Ability to execute on new and innovative strategic concepts, ideas and tactics.
Strong communication skills to manage a rapidly growing business.
Minimum 3-year Sales or Customer Service Experience
Data entry 10-key by touch
Email, IM, Microsoft Suite preferred (Word, Excel)
Proper Grammar
Spelling
Pronunciation
Punctuation
Detail oriented with ability to manage multiple priorities with high degree of accuracy.

Nice To Haves

Professional
Conscientious
Tolerant
Patient
Organized
Team Player

Responsibilities

Responsible for providing exemplary customer service and support for Wholesale CPD accounts through email and call-center activities.
Manages and maintains front-end, custom client web sites, and back-end reporting and analytical tools to launch, monitor, and maintain high levels of customer web-to-print satisfaction.
Functions as day-to-day intermediary between Wholesale accounts, and CPD Service Delivery Teams (RPC, NAR, Outsource Services, and 3rd Party Partners).
Partner with CPD’s RPC to identify current outsourced and warehoused products for trends associated with the transition to in-house, digital production.
Provides custom reporting and basic performance analytics for program accounts.