Who we are
We, at Staples Professional, provide our business customers with a deep professional expertise when it comes to Business Essentials, Furniture, Facilities, Technology, Print/Promo, and Pack and Ship, as well as next-day delivery service and customized solutions for ordering, billing and reporting. We are part of the Staples umbrella in Canada, and as such we are a true multi-channel solution provider – online, at our customers place of business and in-store, for all our customers needs. We are looking for people who are curious, passionate and put the customer first.
We are building an inclusive and diverse team
Staples Professional is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.
Purpose of Job
To ensure customer orders and inquiries are handled completely, end-to-end with the least amount of effort from the customer. Ensure our customers’ experience is professional, courteous, and solution oriented. Use Staples guidelines and applications to resolve all stated and unstated needs of our customers via email, live-Chat, and phone.
Primary Duties and Responsibilities
Offer win / win customer solutions to optimize benefits for Staples and our customers.
Support our sales partners to achieve their goals by making it easy for customers to interact with Customer Service.
Place customer orders with precision to ensure seamless delivery. Proactively offer additional products as a “complete solution”.
Provide solution-oriented product, pricing, and availability information.
Update customers on delivery and order status. Provide alternative product solutions if timelines don’t meet customer needs.
Provide first level support for questions and issues regarding the use of E-Way (customer online ordering platform), including resolving E-way exception errors and processing E-way return requests.
Encourage customers who don’t currently use the online ordering platform to do so and assist them in gaining access to website.
Process product / order return requests to allow for quick and accurate resolution for the customer and inventory counts in the fulfillment centre.
Correct invoicing issues for customers.
Record all contacts in the customer call tracking tool to ensure proper and accurate information is available for reporting and analysis.
Communicate to customer service management all pertinent customer updates, system issues or any other barriers to providing exceptional customer service.
Additional duties as assigned.
Physical Demands / Working Conditions
Comfortable with sitting at a desk for extended periods of time.
Knowledge / Skill Requirements
Passionate about customer service. A customer-centric mindset.
Curiosity and perseverance to find win / win solutions. Excellent problem-solving skills.
Attention to detail and an ability to execute with precision.
Excellent interpersonal and communication skills (spoken and written).
Proficient typing skills; familiar with Windows environment.
Ability to navigate multiple systems simultaneously. Learns new applications quickly.
Professional and courteous manner. Ability to maintain composure during stressful situations.
Requiring minimal supervision. Self-motivated to achieve personal and business outcomes.
Supports team mates and fosters collaboration and sharing of ideas.
Ability to work in a fast-paced environment. Can shift priorities with ease.
Previous experience in customer service
Previous experience in Business to Business environment
High School Diploma or equivalent
Interested in joining the team? Check out our perks and benefits !
Staples Professional is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.