Description About Us Staples Promotional Products (SPP) is the world's most trusted source for branded solutions because we make promotional products easy.
We are committed to providing outstanding service and exceptional value by being your business partner in brand development.
That's why companies large and small, all over the world, turn to us for the resources they need to increase brand reach and visibility.
Leading the industry with over 65 years of experience, Staples Promotional Products has financial strength and global partnerships that ensure we can deliver your custom order on time and at the best possible price.
We are dedicated to helping your business. Learn more about what we do : Job Summary Leads a team of 10+ Special Order Customer Experience Representatives and Special Order Expediters and provides team members with training, Linc system support, and customer relations guidance.
Assists and supports Special Order Manager with management tasks and leadership / mentoring of Special Order Customer Experience Representatives and Special Order Expediters.
Maintains a role supporting Field Sales Representatives and / or customers directly with product sourcing, quotes / order-
entry in Linc, order follow-up (order acknowledgements, proofs, tracking details, order status updates), purchase order execution, order delivery, and invoice resolution relief to internal accounting partners. Job Responsibilities
Leads 10+ Special Order Customer Experience Representatives and Special Order Expediters and provides them with guidance on order entry in Linc, purchase order generation, order follow-
up, invoice resolution, and customer relations
Monitors Special Order Customer Experience Representative and Special Order Expediter productivity and follows-up with individuals to evaluate performance and offer coaching to ensure individual and team goals are met (ie : reviewing monthly reports to track # of entered orders, open orders, closed / invoiced orders)
Provides ongoing Linc training to Special Order Customer Experience Representatives and Special Order Expediters with system enhancements and additions (in coordination with trainers)
Mentors new team associates and existing team members
Provides performance input to the Special Order Manager. Participates in new candidate interviews and facilitates team member 1 : 1 meetings
Works closely with accounting and Special Order Customer Experience Representatives and Special Order Expediters to ensure open orders are invoiced in a timely fashion
Works closely with Strategic Account Managers (SAM’s) and Field Reps to ensure flow of communication between Field Reps and Special Order Customer Experience Representatives is clear, concise, and effective
Works closely with SAM’s and Field Reps to review communication tools / forms and enhance them as necessary for optimal transfer of order / quote information between parties
Collaborates with Field Reps on optimal ways to service accounts and build positive relationships
Works with Special Order Manager to ensure team goals are being met via evaluation of key reports
Attends Special Order Manager meetings as applicable and hosts and participates in associate team meetings
Has direct contact with clients via sending order confirmations, art proofs, and tracking details, and answering any client inquiries about current orders and closed orders / invoices
Has direct contact with vendors via purchase order generation, tracking of proofs and order status updates, confirmation of net pricing and delivery dates
Wherever possible will encourage the utilization of preferred suppliers to maximize profitability
Will make every effort possible to minimize freight cost and increase freight revenue to generate profitability
Assists with order resolutions and supplier negotiations
Provides daily credit approvals on large quotes and orders in Linc, quote and order margin approvals, system assistance for Field Reps, and credit card looks-ups
Leads account on-boarding / transition meetings and determines which associates participate in account update meetings
Provides back-up coverage for other Special Order Team Leads whenever necessary (ie : vacation coverage, sick day coverage)
May represent Staples at PK's or table tops, customer shows, corporate trade shows, and may occasionally travel within the territory for assigned special projects
May provide administrative support to Field Rep teams upon request and as per approval from Special Order Manager (reporting, report presentations, catalogue mail-outs, etc.)
Upon request, maintains a Special Order Customer Experience Representative support role servicing customers / Field Reps with sourcing, quoting, administrative support, order entry, purchase order generation, order follow-
up, invoice resolution, customer relations and coordination with Special Order Expediters
Responsible for performance management of the team with key metrics, including but not restricted to : dollar margin, service time, accuracy of orders processed, policy violations, and behaviors
Innovation and Change
As new technology is implemented (Promo Standards, SalesForce.com, etc.), this role will responsible for assisting management in developing and implementing efficient process.
Responsible for continuous improvement in how the department services both internal and external customers.
Internal & External Customers / Suppliers as well as Third Parties
Will work directly with Account Managers and Regional Sales Managers in resolving issues that have been escalated in a timely manner.
Responsible for ensuring each SPO Customer Experience Rep is being held accountable.
Responsible for hiring, coaching, performance management, performance reviews, etc.
Responsibility for driving results set forth by SLT with his / her own individual SPO Customer Experience Team
Key Performance Indicators
Position will be measured by the team average hitting margin, accuracy, productivity, etc. as set forth by SLT
Qualifications Education / Experience
Bachelor’s Degree or Equivalent Experience Required
Industry experience preferred
2 4 years of related experience
Exceptional customer service skills
Good leadership skills with the ability lead by example in a manner that mirrors the company’s core values
Highly proficient business written and verbal communication skills, as well as the ability to discern message content
Strong organizational skills and the ability to handle and prioritize multiple tasks / projects simultaneously
Proficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint)
Industry experience with SAGE is preferred
Ability to demonstrate flexibility and adaptability in a fast-paced and changing work environment
Ability to demonstrate a positive and supportive attitude at all times even during stressful or difficult situations
Ability to drive and support company & management initiatives and / or decisions
Strong strategic business sense with the ability to provide the best possible solutions
Strong decision making skills with the ability to make quick decisions and exercise sound judgment with information at hand
Strong attention to detail
Good math aptitude and ability to conduct profitability analysis
Thorough and complete knowledge of company systems and processes
Promotional products merchandising or purchasing skills an asset
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship.
If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.
Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.Staples