Customer Experience Rep- Staples Promotional Products

Staples is business to business. You’re what binds us together.

While you may know Staples as the world’s leading office supply company, Staples Promotional Products — a division of Staples — is a national leader in the promotional products industry. We help customers build love for their brands with customized merchandise solutions that create lasting impact. Join our winning team!

As an SPP Customer Experience Representative, you will be a trusted connection between customers, internal teams, and external partners. In this remote role, you will manage orders, resolve customer challenges, and strengthen relationships while supporting business growth. If you enjoy turning complex requests into seamless experiences, this opportunity offers the collaboration, variety, and ownership to make a visible impact.

What you will be doing:

• 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 that align 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 that support sales, margin, and budget utilization.

What You Bring to the Table:

• 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.

What’s needed: Basic Qualifications:

• 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.

Preferred Qualifications:

• Associate or technical degree in a related field.

• 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.

We Offer:

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

**For MA or Remote in US : It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.