Job Order Detail

Description

The Account Manager Program focuses on retaining and developing above average Staples Business Delivery Customers. The Account Manager is responsible for the growth of his/her account base by utilizing internal resources to discover and analyze customers needs, make the recommendation based on the features/benefits relevant, then gaining a commitment from the customer to purchase. Consistently represent Staples in a positive and professional manner. Collect marketing intelligence and customer data as required. Use creative sales skills to differentiate your call to the customer. Leverage marketing offers to proactively increase average order size and increase share of wallet for Staples Canada, Inc.


Responsibilities:
Handle all callbacks, inbound calls, email communication
Promote developing a Staples customer, not a one-time shopper
Utilize contact management software and order entry system to track and capture appropriate and required information.
Solve all service escalations for every account managed. Pro-actively utilize internal partners for resolutions
Act as the customers primary liaison to Staples in regards to product, pricing, etc.
Strong organizational, time management and decision making skills necessary
Participate in departmental meetings and feedback sessions
Attend all training sessions as required

Job Knowledge/Experience:
Must have worked in an environment where sales centric goal is present. Ability to produce required results on a day to day basis.
Minimum 3 years blended customer service and sales experience in a call center environment
Ability to overcome objections in the course of a call
Strong communication skills  verbal and written
Self-motivated to work independently and on a team
Ability to problem solve and make decisions quickly
Basic PC and computer knowledge