Staples Sales and Service Associate in Westborough, Massachusetts

Position Summary: New and exciting customer facing role responsible for driving performance within the store and owning all customer facing self-serve and packing & shipping services. Critical to engage customers, build relationships, and recognize customer needs above and beyond single transactions. This person will own all Omni Channel, shipping related programs encompassing retail and online packing and shipping services, all store fulfilled online purchase programs and all self-serve area tasks. This person would also provide peer coaching to ensure profitable sales and customer satisfaction in these key areas.

General Purpose: Deliver an exceptional customer experience through superior knowledge of the processes for online order pick up, pack and ship services as well as self-serve functions. Lead the department by coaching and developing associates’ capabilities to provide product and process knowledge therefore creating an incredible customer experience.

Position Responsibilities:

Selling:

  • Direct customers to appropriate person to assist with sale (Triage the line)

  • Greet every customer

  • Thank customer & invite them back

  • Cross-sell

  • Up-sell

  • Communicate value proposition of BDP

  • Suggest current promotions

Omni-Channel:

  • Introduce customers to Staples Omni solutions including ways to shop, extended aisle, vertical product offerings

  • Develop and sell a Total Solution to address customers’ immediate and ongoing needs through the Omni Kiosk

  • Guide customers through both basic and complex orders to satisfy all needs of the customer

  • Build relationships and rapport with our core customers

  • Respond resourcefully to any customer requests and concerns

  • Ensure all Omni program service timelines and operational metrics are met for every order

  • Generate leads and hand off customers to other store associates to fill any customer needs identified

  • Provide an inviting environment for the customers by maintaining a neat and clean work area

  • Build expertise on products and services by completing training modules

Packing & Shipping:

  • Engage in and identify a customer’s need for shipping and explain different shipping options

  • Multitask in a high volume/transaction environment, while balancing customer needs and time demands

  • Organize and maintain accurate records for UPS, Buy Online Pickup In Store, and online Kiosk orders

  • Follow all operational policies and processes are followed

  • Provide an inviting environment for the customers by maintaining a neat and clean work area

  • Perform other related duties as assigned

    Qualifications:

Basic:

  • 2 years of proven sales and customer service experience in a retail environment

  • Must exhibit highly effective consultative selling behaviors in all interactions and communications with customers, associates and management

  • Demonstrates the ability to present the customer with a total solution of complementary products to their online order

  • Ability to deliver an exceptional customer experience, putting the customer first in a service focused environment

  • Attention to detail and organization

  • Ability to multi-task and manage priorities

  • Able to work a flexible schedule

  • Preferred skills and experience:

  • Ability to meet and exceed sales targets

  • Experience working in a fast paced customer centric environment

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.

Job: *Retail Locations

Title: Sales and Service Associate

Location: MA-Westborough

Requisition ID: 1005866