Customer Service Representative

Staples - Mississauga, ON (13 months ago)

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Our Customer Service team is among the most important people within our organization. As the first and often only point of contact, our customer service professionals truly are the face of Staples, interacting with customers on a daily basis via phone, email, chat and social media, the Customer Service team is vital to the success of Staples.

Our representatives are expert problem solvers and excellent communicators who are able to empathize with a customer’s situation and quickly determine their needs and provide resolution. Through navigating multiple systems and resources, representatives provide solutions that focus on exceeding expectations of customers.

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.
Team player
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.

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 committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.

Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.