Staples Promotional Products

Customer Support

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated
• Perform research and determine optimal resolution
• Provide timely follow-up and follow-through
• Collaborate with multiple teams (internal and external)
• Document details related to the nature of customer contacts
• Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

Customer Service Representative II

Solutions Engineer

• Manage all facets of client program business in relationship to client budget and our service model.
• Build and maintain client relationships.
• Serve as the primary internal lead for assigned accounts, in partnership with field sales to drive client objectives.
• Influence, analyze, and manage target expectations for margin as it relates to the client service model.
• Influence, analyze, and manage assortments to achieve profitable SKU count measurements.
• Utilize tools, data, and other resources to prepare and present client product selections.
• Create marketing plans by analyzing and utilizing data to drive customer revenue.
• Support site sale or tradeshow experiences utilizing and/or selling client branded merchandise.
• Sustain global services knowledge and skillset and apply to account base as applicable.
• Participate and provide input and ideas to support our ongoing effort to improve customer experience and retention.

Account Solutions Manager

Project Manager

• Execute and drive demand planning and fulfillment strategy and Supply chain best practices for B2B and B2C businesses.
• Identify opportunities, develop, and implement new processes to better support and evolve how we manage inventory, optimizing product flow to increase turns, service, and overall support the business strategy.
• Partner with the various channels to build a collaborative planning, forecasting and fulfillment process while dynamically contributing to business planning.
• Manage and review channel inventory KPI’s on a frequent basis and discuss the results with the cross functional team(s), highlighting inventory management opportunities.
• Drive continuous improvement in demand forecasts while evaluating and evolving predictive models.
• Play an integral role to support the shift from fixed order point replenishment to demand driven fulfillment.
• Identify potential inventory opportunities between our sales channels. Research to determine root cause while collaborating closely with the Merchant team(s). Providing recommendations to resolve.
• Review promotional lifts and the impact of sales and marketing activities on the supply chain.
• Partner with vendors on outstanding purchase orders and general KPI’s to ensure flow of merchandise/supply chain is in place.
• Collaborate, determine load in and maintain forecasts for added items as created by the Category Specialist.
• Advance the analytical capabilities on the team to move to a data driven organization that will improve our financial results and allow for scalable and predictive solutions.
• Travel 50% for projects as needed

Supply Chain Project Manager

Sales

• Enable sales growth by identifying, qualifying, and advancing new incentive and recognition opportunities
• Develop strategic incentive and recognition solutions using Staples Promotional Products’ SaaS platform
• Partner with sales teams to support complex deals, solution positioning, and customer engagement
• Collaborate with internal line-of-business and marketing teams to enhance the product portfolio based on market trends and customer feedback
• Influence and support the client success model to ensure strong program adoption and outcomes
• Oversee program budgeting, forecasting, and performance against revenue and profit targets
• Serve as a subject-matter expert for incentive and recognition solutions across the U.S. sales organization
• Participate in the successful launch and ongoing optimization of customer programs
• Coach and guide client success resources on best practices for program support and execution

Sales Solution Manager

Account Executive

• Acquire net new business accounts within a defined U.S. territory
• Consistently meets activity goals and daily metrics with a hunter mindset/approach - outbound dials, sell time, live contacts, and created opportunities
• Ramp and onboard new accounts to expand our customer base.
• Partner with business development teams to refine sales strategies for complex segments.
• Travel to client sites and use remote methods to maintain and grow sales relationships.
• Develop expertise in contract and cooperative purchasing within your territory.
• Influence pricing decisions to ensure a seamless customer experience.
• Manage the sales funnel, from opportunity creation to closing deals.
• Utilize prescribed sales tools to prioritize activities and document customer engagements.
• Collaborate effectively with category specialists and support teams to drive deals to completion.

Customer Service Representative II

Account Solutions Manager

Supply Chain Project Manager

Sales Solution Manager

B2B Sales Consultant, SLED