PURPOSE OF JOB
Create and maintain all ecommerce access for customers and associates, pre and post implementation using Staples Ecommerce solution or third-party solutions ensuring ease of customer ordering and reducing workload on customer care for processing orders. Under consultation for sales provides customized E-commerce solutions to meet and exceed customer requirements.
PRIMARY DUTIES AND RESPONSIBILITIES
Creates all new customer ecommerce access including user set up, approval rules, administration access. Creating accounts is defined through the proper configuration of over 150 related but independent toggles and settings. Each individual setting can have wide ranging impact on our customer experience, internal functional depts, external suppliers, system and program integrity all directly impacting profitability.
Train customers on function for self-administration of Eway as well as provide ongoing support for any ongoing questions or concerns.
Create custom shopping lists for customers to meet client expectations and improve their shopping experience with Staples
Create customer reporting relating to Eway users, approvers.
Manage, with team members, departmental email boxes containing in excess of 150 emails daily that contain requests for all incoming new set ups, existing customers’ additional set ups and existing customer amendments coming from internal and external customers.
Strive to exceed department and customer Service Level Agreements (SLA)
Create or re-define processes and tools to increase efficiencies and expedite customer requests while possibly increase SLA standards; such as macros, upload files, batch changes etc.
Responds to customer and Helpdesk questions regarding ecommerce challenges or website errors.
Coordinates all aspects of E-commerce Implementations for new and existing Staples Advantage clients. Collaborate with the Customer Implementation – Project Administration and Business Analysts in the IT department for third party integration requirements such as Ariba, SAP.
Responsible for resolving technical customer specific issues and acts as liaison between internal/external customers and the national development team during technical implementations.
Works with Customer Implementation - Project Administration and Sales Management to ensure sales are well versed in the functions of our Ecommerce Tool that impact customer relationships. Educate supporting teams and sales on how these functions work and could provide a competitive advantage for new business.
Review all IT release documents and understand impact of changes to our customer records.
Provides consultation to Customer, Sales and Implementation teams on how Staples ecommerce solutions would best suit customer needs.
Works with Acquisition Sales on new on-boarding tools to shorten the set-up cycle for new customers generating new revenue.
Create service standard documentation for functional departments in CRM tool (SFDC Account Essentials)
Stays current with best in class E-commerce Initiatives and recommends online site changes to improve functionality and enhance the customer’s online experience.
Provide solutions to e-commerce questions and capabilities during tender proposals
Daily interaction with customers, National Electronic Commerce team, Customer Care, Sales, Customer Implementation – Project Administration teams
- Creates an Eway I.D. for sales associates
- Assisting sales reps, Help desk, customer care, or customers with any Eway (e-commerce) related questions, comments, or concerns.
Strong computer skills (preferably in Microsoft Office, PowerPoint, Excel, Word and the Internet with a good typing speed.
Customer centric orientation
Excellent communication skills, verbal & written
Detail-oriented with strong follow-through
Excellent problem solving skills
Exceptional interpersonal skills
Strong analytical skills with the ability to multi-task
Diagnose and troubleshoot problems with user interfaces
Able to establish and meet challenging service demand
Excellent customer service skills
Able to work independently while contributing to a high performing team
Fully Bi-Lingual in French and English
Minimum of three (3) years experience in the area of E-Commerce applications in a sales environment or an equivalent combination of education, training and experience.
Previous experience in Customer Account Administration or Customer Care is a plus.
Familiarity in electronic ordering systems,
Comprehensive knowledge of company operations, technologies, processes and organizational dynamics desired.
College education preferred
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.