Copy & Print Post Sales Representative, Halifax, NS
Function: Sales/Telesales Location: Lower Sackville, Nova Scotia Date posted: 08/25/2016 Type: Full-time Permanent / Contract: Regular Job number: 987328
Acts as the first line of customer support related to post-sale inquiries for Custom Printed products.
Provides resolutions by leveraging systems that Staples Business Delivery uses (i.e. AS400) or by reaching out to a variety of different vendors (inclusive of ‘Vistaprint, IDG,’Bic’, Cafepress, or ‘DFS’).
Acts as a liaison between the customer and the vendor to resolve customer queries like delivery timeframes, making amendments to the order etc.
Maintains documents of common reasons for resolution needs for all vendors used, in an effort to drive process improvement and improve service level expectations with associated vendors.
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.
When resolution can be provided within a reasonable expectation, assists customer immediately upon receipt of the phone call.
Assess inquiries and customer service questions to determine whether there is a further sales opportunity related to Custom Print. Forward appropriate opportunity to Team Manager for assignment to outbound sales team.
Actively participates in Custom Print and Business Discount Program team meetings
In the event the resolution will be delayed for the customer (more than 1-2 minutes), conducts follow-up out bound calls for resolution
Shares insights learned from the customer interactions with team members as appropriate
Participates, as appropriate, in Marketing/Merchandising meetings with the Strategic Initiative team in an effort to further drive the business contribution related to Custom Print/Copy & Print.
Must have a minimum of 2 year of customer service experience in a high volume environment (preferably in call/contact center)
Excellent written and verbal communication skills.
Candidate must not currently be on a PIP, or have been given any warnings within the last 6 months.
Excellent attendance record.
AS400 / Kana email experience is a plus.
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.