Staples is business to business. You're what binds us together.
What you'll be doing:
- Respond to customer inquiries, identify needs, and resolve service requests efficiently, prioritizing first-contact resolution and a positive customer experience.
- Research, troubleshoot, and resolve complex or escalated customer issues through effective problem-solving and follow-up.
- Navigate internal systems, databases, and software to manage customer interactions, resolve cases, and maintain accurate documentation.
- Collaborate with cross-functional teams to address customer concerns and identify opportunities to improve processes and the customer experience.
- Recommend products, services, or solutions that align with customer needs and business objectives.
- Meet or exceed customer service performance metrics while adhering to company policies, procedures, and compliance requirements.
- Participate in ongoing training to strengthen product and process knowledge.
- Perform other duties as assigned.
What you bring to the table:
- Passion for delivering exceptional customer service and building strong customer relationships.
- Ability to independently manage customer issues from initial contact through resolution, including appropriate follow-up.
- Strong verbal and written communication, problem-solving, and critical-thinking skills.
- Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in navigating multiple systems and technology platforms simultaneously.
- Ability to collaborate effectively with internal partners and stakeholders.
- Commitment to continuous learning, process improvement, and service excellence.
What's needed – Basic Qualifications
- High School Diploma or GED.
- Minimum of 2+ years of customer service, customer support, contact center, or related experience, including resolving customer concerns in a fast-paced environment.
- Strong verbal and written communication, problem-solving, and critical-thinking skills.
- Proficiency in Microsoft Office applications, including Excel and Outlook.
- Ability to manage multiple tasks, maintain accurate records, and follow up on open issues.
- Flexibility to work occasional weekends and holidays as business needs require.
What's needed – Preferred Qualifications
- Associate's or Bachelor's degree.
- Call center or contact center experience.
- Business-to-business or Business-to- customer (B2B/B2C) customer service experience.
- eCommerce or order management experience.
- Must be able to work 8:30 AM - 5:30 PM Eastern time for training/ nesting during the first 12 weeks
- After training, must be able to work 11:00 AM - 8:00 PM Eastern time or 10:00am-7:00pm Central
- Advanced proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- Experience working remotely.
- Experience managing escalated customer concerns and driving successful resolutions.
We Offer:
- Inclusive culture with associate-led Business Resource Groups
- 112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!
The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, business considerations, geography, and internal equity. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements.
About UsStaples 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.Skills Required
- High School Diploma or GED
- At least 2 years of customer service, customer support, contact center, or related experience
- Strong verbal and written communication skills
- Problem-solving and critical-thinking skills
- Proficiency with Microsoft Office applications, including Excel and Outlook
- Ability to manage multiple tasks, maintain accurate records, and follow up on open issues
- Flexibility to work occasional weekends and holidays
- Associate's or Bachelor's degree
- Call center or contact center experience
- B2B or B2C customer service experience
- eCommerce or order management experience
- Advanced proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Remote work experience
- Experience managing escalated customer concerns and driving successful resolutions
Staples Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Staples and has not been reviewed or approved by Staples.
-
Wellbeing & Lifestyle Benefits — Wellbeing offerings are described as broad, including wellness reimbursements, emotional support and coaching, legal services, identity theft protection, and pet insurance. Employee discounts and select on-site amenities are also positioned as meaningful add-ons beyond basic coverage.
-
Leave & Time Off Breadth — Time-off provisions are presented as relatively expansive, including paid time off, company-recognized holidays, and a personal or flexible holiday option. Vacation that grows with tenure and PTO flexibility are highlighted as valued elements.
-
Inclusive Benefits Coverage — Healthcare benefits explicitly include gender-affirming care alongside medical, dental, and vision coverage. Family and caregiver programs also include support that references LGBTQ+ considerations and broader life-stage needs.
Staples Insights
What We Do
For nearly 40 years, Staples has been a trusted leader in delivering end-to-end workplace solutions for consumers and businesses of all sizes across a broad range of industries. The company provides a comprehensive portfolio of products, strategic solutions, and services including print and marketing, shipping, technology, and travel. Its specialized assortment includes high-quality office supplies, janitorial products, technology, furniture, and breakroom essentials, all supported by best-in-class supply chain capabilities and a dedicated team of experts committed to making the workday easier. Headquartered near Boston, Massachusetts, Staples operates throughout North America via direct B2B sales, e-commerce, and more than 900 retail stores. To learn more, visit your local U.S. Staples store, download the Staples app, explore Staples.com or StaplesBusiness.com, or follow @Staples on social media.
