Special Order Customer Experience Representative

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. At Staples Promotional Products, we help customers build love for their brands with customized merchandise solutions. Whatever story they want to tell, connection they want to make, or goal they need to deliver, Staples Promo makes it easy to design promo experiences that create lasting impact. Join our winning team!

The Special Order Customer Experience Representative is responsible for delivering best-in-class customer satisfaction by managing the full lifecycle of special orders—from sourcing and quoting to order processing, delivery, and invoice resolution. Acting as the primary point of contact for customers, sales teams, and vendors, this role ensures accuracy, timeliness, and profitability of transactions while proactively resolving issues and maintaining strong relationships across all stakeholders. 

What You’ll Be Doing:

• Partner with Sales Representatives and key accounts to manage product sourcing, quoting, order entry, processing, delivery, and invoicing
• Serve as the primary point of contact for customers and vendors—providing quotes, order confirmations, proofs, tracking updates, and resolving inquiries
• Coordinate directly with vendors for product sourcing, purchase orders, pricing confirmation, and delivery timelines
• Manage order lifecycle activities including acknowledgements, status updates, and issue resolution to ensure on-time delivery
• Collaborate with Accounting to ensure timely invoicing and resolve discrepancies
• Proactively identify and resolve order, vendor, or invoice issues to deliver a seamless customer experience
• Research and prepare competitive, profitable quotes while maintaining margin expectations
• Recommend products and creative solutions that meet customer objectives and exceed expectations
• Maintain accurate records of orders and activities within internal systems (e.g., Linc)
• Support continuous improvement by sharing best practices and participating in team meetings and training
• Provide backup support to team members and assist with special projects, trade shows, or customer events as needed 

What You Bring To The Table:

• Exceptional customer service mindset with a passion for delivering a positive client experience
• Strong written and verbal communication skills with the ability to clearly convey information
• Highly organized with the ability to manage and prioritize multiple tasks simultaneously
• Strong attention to detail and problem-solving capabilities
• Technical aptitude with the ability to learn order processing systems quickly
• Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint) 

What’s Needed- Basic Qualifications:

• Bilingual fluency in English and French
• High School Diploma or equivalent combination of education and experience
• 2+ years of related or transferable experience, including customer service experience
• Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and PowerPoint

What’s Needed - Preferred Qualifications:

• Experience with order processing systems and workflows (e.g., sourcing, quoting, PO generation, invoicing)
• Familiarity with SAGE or similar industry tools
• Background in promotional products, merchandising, or purchasing
• Strong business acumen with the ability to balance profitability and customer satisfaction
• Experience working directly with vendors and managing end-to-end order execution
• Strong organizational, communication, and multitasking skills
• Attention to detail and ability to work accurately in a fast-paced environment
• Ability to adapt, stay flexible, and maintain a positive attitude in changing or high-pressure situations 

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Vacation Allotment and Holiday Schedule
• Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more!