Senior FCR Specialist

Staples Promotional Products

FCR Specialist responsible for customer interactions on eMarketplace platforms like Amazon, eBay, and Walmart. Focusing on first contact resolution and ensuring customer satisfaction.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Interacting with 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 for accurate problem resolution
Answer customer inquiries to learn about their needs, complaints, or issues
Focus on first contact resolution, responding efficiently and accurately to customers
Utilizing software, databases, scripts, and tools appropriately.
Meet or exceed customer service metrics while providing excellent customer service.
Making sales or recommendations for suitable products/services
Taking part in training and other learning opportunities to expand knowledge
Adhering to all company policies and procedures
All other duties as assigned

Requirements

What you’ll need

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
High School Diploma or equivalent required
1+ years in a customer service environment required
Holiday rotation is required
Weekends/2nd shift hours could be required

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer ServiceProblem ResolutionData EntryTyping SkillsFirst Contact ResolutionResearch SkillsWebsite AssistanceSales RecommendationsFollow-Up ManagementCritical Thinking

Soft Skills

Stress ManagementQuick-Thinking AbilityTeam CollaborationEfficiency Under PressureDeadline Management

Certifications

High School Diploma or Equivalent