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Compensation Range : 19
Staples is business to business. You’re what binds us together.
Print Sales Support Representative
As a Print Sales Support Representative, you are responsible to support the Print & Marketing Services customers for all post order support activities including: order tracking, order research, quality and service resolution and other customer support activities. You will work directly with customers as well as the sales organization and will facilitate the resolution of all inquiries with cross functional resources and teams. Responsibilities will include supporting both transactional print and program print customers. You would manage these responsibilities through product and service knowledge and utilization of available resources and tools. Support of the Print & Marketing Services customer base will result in revenue generation and growth in customer retention resulting from satisfaction with products and services sold to them.
What you’ll be doing:
- Proactively manages salesforce support queues with your dedicated team to provide the highest level of customer excellence through quick action and excellent communication
- Independently assigns work and takes first proactive action before moving onto next case
- Promptly responds to all requests whether through Salesforce or phone
- Keeps updated detailed status of all Salesforce case records and next action required with date.
- Follows up on all open cases on a consistent basis to assure prompt closure of customer inquiry as promised.
- Consistently follows standard processes to assure team members can backup when out of the office or on vacation
- Communicates with Sales team on all issues that may impact their customer for full visibility and knowledge. Takes the lead on resolving customer quality issues by working with business partners to resolve and promptly reprint production issues
- Promote self-service options with customers by helping them navigate and use the sa.com website
- Provide timely updates to Customer, Sales and Team manager on task progress and completion
- Work directly with the customer or sales to submit complete sales opportunities into salesforce.
- Work with Implementation when placing a manual order for a program SKU that cannot be ordered on the site
- Work with Implementation in submitting requests from customers for changes to the existing print program
- Other duties, as assigned by the Team Manager.
Qualifications :
What’s needed – Basic Qualifications:
High school diploma or GED
High school diploma or GED
- Previous customer service experience and/or account management
- Excellent verbal communication skills with customers, account managers, and other partners; strong telephone communication skills
- Excellent written communication skills to professionally communicate with customers, account managers, and partners
- Ability to develop relationships based on strong interpersonal communication skills and engagement
- Time management, organization, and follow-through skills. Ability to work independently
- Ability to work under pressure of order deadlines regardless of interruptions
- Ability to learn product, pricing and company policy information
- Basic PC skills including ability to navigate in a windows environment and proficiency in software applications (Word, Excel, PowerPoint, and Outlook)
- Demonstrated record of consistently good attendance/punctuality
What’s needed – Preferred Qualifications:
- Bachelor’s Degree in Business Administration or related field
- Analytical and problem-solving skills
- Identify and anticipate business partner requirements, expectations and needs
- Previous copy and print in a sales or production environment
Interested in joining the team? Check out our perks and benefits !
Staples believes Inclusion is a verb and we encourage diversity of thinking and ideas as well as backgrounds and experiences. 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.
