Staples Advantage customers require program support to ensure a positive customer experience, including onboarding, issue escalation, program implementation, and account maintenance. The Customer Success Consultant will coordinate resolution of customer needs with minimal support from sales counterparts.
Requirements
- 2+ years' experience using Microsoft Office
- 2+ years' experience of advanced Excel experience using VLOOKUP's, pivot tables, charts, etc.
- 2+ years' experience of Salesforce experience
- Salesforce Case Management experience
Responsibilities
- Serve as primary liaison for assigned Enterprise and Strategic customers, responsible for optimizing their utilization of program benefits & escalation point for resolving complex customer needs.
- Oversee customer projects that span multiple systems, processes, and/or departments.
- Identify evolving customer needs and collaborate internally to tailor solutions, including support for complex 3PP/EDI platforms.
- Determine root cause of issues including, but not limited to, delivery, system updates, credit/billing, order quotes, product/stock, and vendor inquiries.
- Identify resolutions to prevent re-occurrence, execute strategy, and close the loop with internal/external stakeholders.
- On-board customers as needed in partnership with Sales to ensure a smooth implementation process for our contract accounts and new programs.
- Log all activity in Salesforce using Case Management and monitor dashboards & outbound cases submitted through completion.
Other
- Ability to interface at Manager, Director, or VP levels with a strong business acumen.
- Leverage data to drive decision-making.
- Excellent communication and interpersonal skills.
- Ability to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy issues and/or coordinate solution for internal/external customers.
- Exceptional time management and attention to detail.
- Ability to function independently with minimal supervision.
- Professionally represent Staples on camera for business and high-level executive meetings.
- Accountable for KPI’s and performance
- Knowledge of logistics and supply chain operations
- Strong conflict resolution skills
- High school diploma or GED
- 2+ years of business experience
