Job Description

Description

POSITION SUMMARY:

A Staples Brand Group Representative is an associate that provides product and warranty support on all Staples Brand products for all divisions of Staples.

Receive and respond to product inquires via phone and email
Process warranty claims after troubleshooting product in an attempt to fix or resolve the matter prior to replacing parts or product
Act as a liaison with various vendors to process warranty claims
Determine the true need of the customer through product recommendations, up-selling and processing orders

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Assist internal and external customers with product questions. Collaborate with a variety of external partners in order to service the customer. Troubleshoot product issues to deliver a resolution that is a win for the customer and Staples. Use COM and AS400 to research and resolve customer issues. Follow up on open cases. Ability to adapt to new technologies which promote efficiency. (50%)
2. Maintain customer loyalty Handles escalated calls upon request and follows up on customer issues. Process orders to replace product when necessary. Suggestive selling, up-selling and cross sales are expected. (20%)
3. Place follow up calls to customers, internal /external partners and vendors as a follow up on initial inquiry. Communicate system /process recommendations to improve efficiency. (10%)
4. Meets and maintains department production standards. (10%)
5. Perform other related duties as required or requested. (10%)

Qualifications

ESSENTIAL SKILLS REQUIRED:

1. Excellent oral and written communication skills. Confidence to communicate clearly and effectively, both written and verbal, to a varied audience that includes customers and internal Staples departments.

2. Good problem-solving skills and decision-making abilities. Demonstrated ability to make quick decisions and negotiate for a win-win resolution of customer's problems. Able to collaborate with internal and external partners to ensure that each customer service inquiry is resolved efficiently.

3. Solid Staples knowledge including COM and AS400 systems, ordering procedures, customer support procedures, retail procedures and all other applicable policies/procedures. Aptitude for understanding and utilizing a wide array of resources and policies.

4. PC literate will need to use a designated system for tracking, recording, and reporting trends and issues. Working knowledge of Microsoft Word and Outlook, and able to navigate multiple internet sites simultaneously

5. Strong organizational skills must be capable of multi-tasking duties.

6. Works independently with minimal supervision or direction. Highly motivated, dedicated and flexible, ability to adapt to a constantly evolving environment.

AVAILABLE SKILLS SET TRAINING:
1. Active Listening
2. Communication Skills
3. Negotiating Skills
4. Conflict Resolution

MINIMUM EDUCATIONAL REQUIREMENTS:
High School Diploma or GED

MINIMUM PRIOR RELATED WORK EXPERIENCE TYPICALLY REQUIRED:
1 to 3 years (Staples Retail and/or Contact Center)

Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits!

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.