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.
Staples is an Equal Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
gender identity, sexual orientation, age, national origin, protected veteran
status, disability, or any other basis protected by federal, state, or local
law.