Customer Experience Representative

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Staples Promotional Products

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

🛍️ eCommerce

🛒 Retail

Marketing • eCommerce • Retail

Staples Promotional Products is a company that specializes in providing customized promotional merchandise to enhance brand identity and marketing efforts. They offer a wide range of products, including custom apparel, drinkware, electronics, bags, office essentials, and more. By helping businesses to personalize items such as apparel and tech accessories, Staples Promotional Products enables organizations to create a strong brand presence and foster customer engagement. With their 24-hour production service, they cater to urgent promotional needs and focus on quality, upfront pricing, and customer satisfaction. Staples Promotional Products aims to build brand love and deliver effective promotional solutions to businesses globally.

📋 Description

• Support customers across phone, email, chat, and Microsoft Teams by processing orders, resolving inquiries, and delivering a consistently positive experience • Build strong customer relationships and identify thoughtful cross-selling and upselling opportunities aligned with customer needs • Enter orders accurately, provide timely status updates, and monitor open order reports through shipment and invoicing • Coordinate with carriers to reroute or expedite shipments when needed to support on-time delivery • Navigate multiple ordering platforms and specialized tools, including color selection, logo selection, and personalization options • Partner with warehouse, account management, inventory, finance, sales, implementation, and export teams to ensure seamless order execution • Represent Customer Experience in account meetings and recommend opportunities to improve service, sales, and customer growth • Resolve complex concerns by issuing credits or replacement orders and negotiating partial credits or discounts within policy guidelines • Support international customers and export partners to promote timely delivery and appropriate cost recovery • Contribute to operational initiatives and customer outreach supporting sales, margin, and budget utilization

🎯 Requirements

• Excellent written and verbal communication skills, with the ability to adapt your approach to different customer needs and situations • A customer-first mindset with a proactive approach to service, relationship building, and follow-through • Strong problem-solving skills and confidence handling complex or sensitive customer concerns • The ability to prioritize and multitask effectively in a fast-paced, metrics-driven environment • Strong attention to detail and accuracy when processing orders, documenting activity, and coordinating next steps • A collaborative, adaptable approach to working across teams and systems • 2+ years of related or transferable experience in customer service, order management, or sales support • 1+ year experience with Microsoft Office and collaboration tools such as Microsoft Teams • Experience working with CRM systems and order-processing platforms • A designated, distraction-free home workspace with high-speed internet • Experience in promotional products, eCommerce order support, account support, or a multi-channel customer service environment • Experience working with phone and email performance metrics • Experience coordinating new customer or program implementations with Sales and Implementation teams • Experience supporting international orders, shipping coordination, or customer growth initiatives

🏖️ Benefits

• Inclusive culture with associate-led Business Resource Groups • Flexible PTO (14 days) • Holiday Schedule (7 observed paid holidays) • Online and Retail Discounts • Company Match 401(k) • Physical and Mental Health Wellness programs