Customer Care (Non Stock Procurement Team)

Staples - Rochester, NY

The Rochester Call Center is a division of Staples Contract Customer Service – the leading office supply distributor in the US. We make available to our customers a multitude of options for their business, including traditional office products, computer and technology solutions, facility and break room supplies, office furniture, and custom print and promotional items, to just name a few. We provide exceptional customer service at the Rochester call center with our, courteous people, detailed training, advanced technology and support from our national purchasing and distribution centers. We are committed to our customers, associates, results, and keeping it easy.

 

Position Summary:

 

The Non Stock Procurement, NSP Help Desk is an inbound customer service team that responds to all inquiries from Contract Account Managers, Sales Liaisons, and Contract Customer Service. Members of the team are fully empowered to make business-savvy decisions to provide win-win solutions to satisfy Staples and Staples' customers. Members of the team negotiate and collaborate with both internal and external customers to creatively resolve their concerns and ensure full customer satisfaction.

 

Primary Responsibilities:

• Research and resolve all inquiries received via phone, email, fax and remedy tickets pertaining to Contract orders including vendor deliveries and returns, delivery complications and shipment tracking
• Process all orders or product sourcing requests received via phone, email or fax that must be entered manually
• When service failures impact customer satisfaction, negotiate and reach for creative alternatives to maintain customer business and avoid returns and cancellations
• Exercise sound judgment in motivating vendors, delivery agents, or service providers to work outside of policy to meet our customer's needs

Basic:

• Previous Customer Service experience required, preferably in a fast-paced environment with unpredictable and difficult inquiries
• Solid computer knowledge of various software applications including Microsoft Excel, Word, Outlook, Internet
• Must be flexible to work assigned shift. The shift would be 9:00am to 5:30 pm Monday through Friday with a rotational shift schedule of 11:30 am to 8:00 pm, approximately every other week.

Preferred:

• Aptitude for understanding and utilizing a wide array of resources and policies
• Demonstrated ability to make quick decisions and negotiate for a win-win resolution of customer's problems
• Able to collaborate with internal and external partners to ensure that each customer service inquiry is resolved efficiently
• Confidence to communicate clearly and effectively, both written and verbal, to a varied audience that includes customers, account managers, vendors and internal Staples departments
• Must be focused, able to multi-task; possess time management and organizational skills
• Highly motivated, dedicated and flexible, ability to adapt to a constantly evolving environment
• Excellent attendance history

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

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Posted: 30+ days ago

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