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

Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.

What you’ll be doing:

• Oversee and empower high quality interactions between Staples associates and customers to deliver a superior customer experience.
• Lead a team of well-trained customer service representatives focused on effective solutions, including educating our customers on available self-serve capabilities.
• Collaborate with internal partners to identify, innovate, and resolve customer friction, increase revenue and/or reduce costs and identify root cause for correction.
• Support/lead company communications on changes, policies, etc. and respond to associate concerns openly and with accountability; communicate in an organized, logical, and timely manner with team.
• Interview and hire highly effective associates using competency-based interview tools; review results and look for opportunities to improve.
• Provide direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resources.
• Identify, analyze, and understand customer/statistical data to determine root cause and apply appropriate intervention to achieve optimal result; escalate patterns that could be barriers to the customer experience.
• Engage in ongoing process & workflow analysis from the standpoint of process excellence & improvement efforts to increase speed, decrease cost and time of overall resolution delivery to the customer.

What you bring to the table:

• Ability to create a climate where people are motivated to do their best to help the organization achieve its objectives.
• Ability to adapt approach, demeanor, and actions in real time to match the shifting demands of different situations.
• Ability to identify and analyze problems in order to generate and evaluate alternative solutions.
• Ability to consistently achieve results, even when setting aspirational goals under challenging circumstances.
• Ability to develop people to meet both their career goals and the organization’s goals.
• Ability to identify and understand internal or external customer needs and interests and deliver customer-centric solutions.
• Staples.com knowledge

Qualifications:

What’s needed- Basic Qualifications:

• High School Diploma or GED
• 2+ years coaching and developing others

What’s needed- Preferred Qualifications:

• 2+ years in a supervisory or management role
• Prior management work in a contact center environment and experience with contact center systems, tools, and KPIs
• Experience in a B2B environment
• DotCOM Print and Marketing knowledge

We Offer:

• 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, and more perks and benefits

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

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.