Print Account Specialist

Staples is business to business. You’re what binds us together.  Our world class sales and sales support teams work directly with businesses of all sizes to offer products and services to meet our customers’ unique needs. We are committed to understanding our customers and use best-in-class sales tools and technology to find the best solutions. We’re constantly discovering new ways to reach our goals, taking time to develop our skills, and investing in our career growth, so we can enjoy lucrative opportunities and grow our careers both within and beyond sales The Account Specialist Team is a dynamic group focused on driving exceptional customer satisfaction and profitable print sales growth within Staples’ contract-based print services. Dedicated to providing seamless support for all customer accounts to include small, large, and complex, the team is responsible for managing both programmatic and transactional print business. Working closely across departments—including Sales, Implementations, and Sourcing - our team is committed to maintaining high service standards while delivering precise, timely, and customer-focused solutions. This position is dedicated to grow profitable print sales in contract through direct support for internal and external print customers and works to ensure the highest levels of customer satisfaction for programmatic and transactional print business. This role requires collaboration cross-functionally with sales, Implementations, Sourcing, Print Support, Suppliers, and other internal teams. It works in a fast environment coordinating multiple customer inquiries, responding to customers promptly with accurate information and collecting and consolidating various reports to manage customer accounts. In addition, the Account Specialist is accountable for identifying program improvements, both driving sales and operational efficiencies, presenting those improvements to sales leadership and providing training as needed What you’ll be doing: Manage transactional and programmatic custom orders, projects and warehouse replenishment (specialty accounts) Proficiently manage support queues as well as a pipeline of opportunities from transactional and programmatic requests and convert them into print sales and provide high levels of customer satisfaction Provide primary customer and sales support through a variety of contact methods for all print customers to help drive sales and retention Professionally intake, analyze and resolve issues through execution of corrective action and/or coordination of cross functional communication and take proactive measures to prevent recurrence Plan and prioritize a high volume of tasks to meet customer-driven deadlines Customer obsessed with the ability to quickly understand business requirements and act promptly with strong decision-making skills to provide an exceptional customer experience Provide timely communication and follow-up to external and internal customers throughout the various stages of an order lifecycle (quotation, proofing, production, fulfillment, and delivery) Accurately collect and communicate custom print order specifications for transactional and programmatic sourcing opportunities, work to secure order commitments from customers, and maintain accurate detailed records. Collaboration and planning with the team, the Sales organization, and customers to ensure programs are managed effectively in order to enable retention and growth opportunities Leverage analysis of various reports, extract opportunities specific to your support group and geography, present recommendations to Print Sales team for changes to grow sales and improve operational efficiencies of accounts Maintain high level of understanding of all print database and systems knowledge required to support our customer and provide product and solution based recommendations Maintain customer-branded website and facilitate requests for new program item adds and changes Organize and maintain up-to-date files, reports and records to capture critical business intelligence Drive retention and sales through customer interaction and professionalism Maintain effective follow-through in-line with standard operating procedures throughout the process Identify opportunities for process improvements, assisting in the development of effective strategies to implement them Attain Key Performance indicators, including win rate, customer engagement, SLA’s and adhere to all process guidelines. Assess when to engage with vendors/suppliers to advocate for the best interests of the company and our customers, making informed decisions on when additional support may be needed and communicating issues to team managers What you bring to the table: Decision-Making: Evaluate and adjust sales margins within established guidelines to secure wins and drive increased sales and print orders. Situational Judgment: Make independent decisions based on specific situations to resolve issues or prevent escalations re