Description Purpose of Job Respond to our customers in a professional and courteous manner. Process orders, returns and resolve customers’ order problems.
Use accepted Staples practices to ensure the delivery of outstanding service to all of our customers via phone, chat, fax or email.
PRIMARY DUTIES AND RESPONSIBILITIES
Process orders accurately, following documented customer-specific requirements.
Assist customers on finding the right products for their needs. Process special order requests if we don’t carry needed products in stock.
Provide pricing and product availability information based on information available in the order management system.
Proactively offer the customer suggestions to ensure they have a complete solution to their office needs.
Encourage customers who don’t currently use our on-line ordering tool (EWAY) to do so. Assist them to gain access to the website and educate them on on-
line ordering capabilities and features.
Provide first-level support for questions and issues regarding the use of E-Way, including resolving E-way exception errors and processing E-
way return requests. Engage next-level support to resolve EWAY issues as necessary.
Provide delivery and order status information to customers.
Initiate follow-up and provide a solution for order and delivery issues.
Provide timely backorder information and alternate product recommendations to customers when required.
Educate customers on specific corporate requirements and procedures such as environmental surcharges.
Communicate to team members and CS management all and any updates and pertinent customer information. This may include updates to account information or requested changes to procedure.
Record all contacts in the customer contact tracking tool to ensure proper and accurate information is available.
Issue credits and re-bill customers as requested.
Partner with Sales, Distribution, Purchasing and other departments as needed to solve customer’s issues.
Additional duties as assigned.
KNOWLEDGE / SKILL REQUIREMENTS
Excellent interpersonal and communication skills
Proficient typing skills; familiar with Windows environment
Professional and courteous manner. Ability to maintain composure during stressful situations.
Ability to work in a fast paced environment.
Excellent problem solving skills
PHYSICAL DEMANDS / WORKING CONDITIONS
Comfortable with sitting at a desk for extended periods of time.
Previous experience in customer service and dealing with customer complaints
Bilingual in French and English
High School Diploma or equivalent
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.