Senior FCR Specialist

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🕒 4 days ago

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Staples Promotional Products

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛍️ eCommerce

🛒 Retail

🤝 B2B

eCommerce • Retail • B2B

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

• Staples eMarketplace First Call Resolution Specialists are responsible for interacting with our customers in response to electronic inquiries stemming from our eMarketplace platforms (Amazon, eBay, Walmart, etc) • Complete returns, research, website assistance and problem resolution in a single contact. • Act as liaisons between multiple departments in order to obtain accurate and complete problem resolution on the very first contact with our company. • Answering customer inquiries to learn about and address their needs, complaints, or other issues with products or services. • Focus on first contact resolution by responding efficiently and accurately to customers, explaining possible solutions, and ensuring that they feel supported and valued • Utilizing software, databases, scripts, and tools appropriately. • Understanding and striving to meet or exceed customer service metrics while providing excellent consistent customer service. • Making sales or recommendations for products or services that may better suit client needs. • Taking part in training and other learning opportunities to expand knowledge of company and position. • Adhering to all company policies and procedures • All other duties as assigned

🎯 Requirements

• High School Diploma or equivalent required • 1+ years in a customer service environment required • Holiday rotation is required • Able to work efficiently under pressure • Able to work well with others • Able to meet deadlines • Stress management skills • A quick-thinking ability • Problem-solving skills • Competency in MS Excel, MS Outlook, internet, and strong typing skills • Stellar written communication skills • Strong problem solving & critical thinking skills • Capability to manage, organize, and complete tasks that require follow-up • Ability to multi-task and thrive in a lively environment

🏖️ Benefits

• Inclusive culture with associate-led Business Resource Groups • Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) • Online and Retail Discounts • Company Match 401(k) • Physical and Mental Health Wellness programs • more perks and benefits