The Resolution Rep., OPS Support Contract & SBD is an inbound/outbound customer service resolution team that responds to all inquiries from Contract and SBD Business Units as well as NSP, merchandising and marketing, credit providers and Transportation & Logistics. Members of the team act as a liaison between Fortune 1000 and 500 customers and Sales to make business-savvy decisions providing win-win solutions to satisfy Staples and Staples’ customers, especially in difficult situations. Members of the team collaborate with both internal and external customers to creatively resolve their concerns and ensure full customer satisfaction. Resolution Reps exercise considerable judgment when compensating customers for service failures, by use of monetary solutions or escalated contacts. The team must have considerable expertise in the areas of AS400, Prepaid orders, various Vendors, electronic resources and Staples Partners. Due to the level of access to sensitive customer information (credit card numbers, passwords, etc.), a considerable amount of accountability and discretion is involved.
Primary Duties and Responsibilities:
•Research and resolve all inquiries received via phone, urgent logs, held order queues and auto generated e-mail systems pertaining to order statuses and procedures, NSP department, merchandising and marketing, credit providers, delivery complications and shipment tracking. Proactive Customer Service, ownership of issues, follow up and managing workloads to meet individual customer cut off times is a daily requirement. Identifying and meeting individual needs on exclusive/high touch accounts and uniting with Sales to present a “one team” solution to customers.
•Approach all delivery issues by thoroughly investigating the situation to ascertain the steps necessary to fix the problem. This includes putting forth recommendations on how to improve processes or offering alternatives on how to solve problems recorded as trends. Reaching the desired solution may include partnering with various internal customers, departments, vendors or delivery agents.
•When service failures impact customer satisfaction, provide creative alternatives to maintain customer business and avoid returns or cancellations. This frequently involves furniture or technology orders, which carry significant handling costs and out of stock items (including prepaid orders), in which associates need to try to save the sale.
•Exercise sound judgment in motivating other depts, or service providers to work outside of policy to meet our customer’s needs. This sometimes involves deciding to have Staples absorb the cost of any additional service.
•Work all duties assigned and have the flexibility to adapt to changes as new accounts or duties are added to workloads as part of our growth. Also be ready to provide excellent service during disaster recovery service failures, such as tipped trailers, authorization lines down, etc.
Essential Skills Required:
1.Previous call center experience mandatory/ required, preferably in a fast-paced environment with unpredictable and difficult inquiries
2.Aptitude for understanding and utilizing a wide array of resources and policies
3.Demonstrated ability to make quick decisions and collaborate for a win-win resolution of customer’s problems
4.Able to collaborate with internal and external partners to ensure that each customer service inquiry is resolved efficiently
5.Confidence to communicate clearly and effectively, both written and verbal, to a varied audience that includes customers, sales, vendors and internal Staples departments.
6.Must be focused, able to multi-task, possess time management and organizational skills
7.Highly motivated, dedicated and flexible; ability to adapt to a constantly evolving environment
8.Solid computer knowledge of various software applications including, Microsoft Excel, Word, Outlook, Internet, NOMS Order Management System
9.Strong knowledge of the Staples Transportation and Logistics group
10.Strong knowledge of the Staples On-line and/or prepaid orders in Retail environments for when things go wrong.
OPS Support is a demanding and fast paced role that requires talent in several areas. Associates in this group make important customer / business decisions each day. This frequently has financial implication to the business, and frequently involves upset customers. Members of the team often handle escalated customer issues or prevent them from happening due to their extensive operations knowledge. In doing so, a high level of independent judgment is necessary.
Schedule is 11:30am- 8pm Eastern Monday- Friday
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
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