Job Description

Some of what you will do:

Staples Professional is the contract business-to-business division of Staples, working with companies of 20 or more employees to develop customized programs with specialized pricing, dedicated account management, and a complete assortment of products and services at a low total delivered cost. In addition to a complete selection of office products, Staples Professional offers: Business Interiors by Staples, Staples Technology Solutions, Staples Facility Solutions, Staples Print Solutions and Staples Promotional Products.

Specifically, You Will:

Effectively manages customer and sales rep interactions through first level support for transactional furniture inquiries. Manage and resolve customer concerns or problems, providing follow up with customers to assure appropriate action is taken and issues are resolved to the customer's satisfaction, within department's standard SLA (Service Level Agreement) Effectively utilize systems, tools and processes and gathers necessary information from business partners when handling customer inquiries and resolving issues. Efficient and accurate management of customer transactional furniture orders, vendor acknowledgements and merchandise returns for customers in both Alpha and CFS systems. Verify product costs, order margins and chargeable service fees are accurate and escalate for manager's approval if outside of guidelines. Expedite and process furniture orders, credits and re-bills, replacement parts and returns received via multiple media avenues, entering into the appropriate system with a high level of accuracy and in a timely manner. Identify and close sales opportunities, proactively upselling or providing alternative products that meet the customer's needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines. Supporting customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries. Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs. Effectively manages customer inquiries and orders for transactional furniture for both stock and special order items. Participates in ongoing process training, vendor training and furniture business updates supporting a continuous improvement culture. Proactively provides a consistent and reliable customer service experience and promotes the retention of the customer base Processing of orders and inquires with a high level of accuracy in a timely manner. Single call resolution improving the customer experience Knowledgeable furniture specialists proactively identifying and closing sales opportunities, upselling or providing alternative products that meet the customer's needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines Finding the future by supporting sales reps and taking on non-sales activities

Some of what you need:

Post Secondary Education or equivalent work experience Minimum 2 years previous customer service experience required Working knowledge of CFS, Alpha or similar Order Management System Proficient with MS Office Products and Outlook Knowledge of furniture products preferred Excellent written and verbal communication skills Excellent customer service, interpersonal and problem solving skills Detail oriented and able to work independently, as well as working effectively in a team environment Excellent organization skills with the ability to prioritize and manage multi-tasks Ability to diffuse difficult situations resulting in a win-win Strong computer based abilities including an excellent working knowledge of Microsoft applications Must poses the ability to calculate margin and provide customers with detailed quotes Able to work in a fast paced, high-demand environment Consultative selling skills are an asset

Some of what you will get:

Associate discount Health and Dental benefits RRSP/DPSP Performance bonuses Learning & Development programs And more...

Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.