SPP Special Order Manager II

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!

What you’ll be doing:

• Develop and train associates to deliver the best customer experience by: 
• Building relationships with clients through effective email and verbal communication
• Engaging with vendors by making calls to negotiate best pricing and help solve order issues. Keep up to date on trends and new products and and working together to ensure clients in hands dates are met
• Working together with assigned sales rep to enhance the customer experience by collaborating on key projects
• Coach SpO reps to help reach team sales budget and maximize profitability by giving them the tools to enhance margins and work with key suppliers
• Assist in management of complex projects by understanding the customer need and exploring options to execute efficiently
• Maintain current knowledge of the company’s product lines, safety compliance rules and processes to provide training, coaching and technical support to associates. Regularly attend industry shows and product showcases to assist team with proactively bringing market leading ideas to customers
• Respond to complaints from the clients and coordinate solutions by working with internal and external team members across functional areas and vendors to develop a resolution and communicate back to the customers and the sales team
• Manage and delegate accounts and sales rep’s book of business based on SPO rep’s expertise and capacity. Understand associate’s daily workload to ensure customer satisfaction. Effectively distribute workloads during time off and peak business needs
• Lead performance management by providing continuous feedback to help direct reports grow within their role and career aspirations
• Schedule and hold associate and applicable sales teams 1:1’s
• Prepare and deliver yearly performance reviews
• Implement performance plans as needed to develop and coach associates that aren’t meeting expectations
• Run and analyze reporting to further understand business needs
• Manage open order report and billing resolutions to ensure timely invoicing
• Review sales/margin/productivity reports to evaluate associate performance and changes in business trends
• Build partnership with the sales team to work cohesively with special order. Collaborate to understand account needs and expectations. Provide assistance with difficult situations to find solutions
• Associate retention and hiring 
• Determine when situations need to be escalated and to whom
• Expand skill set with stretch assignments to enhance Special Order (IE Bridge, Promo Standards)

What you bring to the table:

• Strong leadership skills and excellent knowledge of company processes and procedures to train and motivate associates to reach the revenue goals of the company forecast
• Excellent problem solving, decision-making and negotiation skills to increase revenue and grow company margins
• Strong communications skills both written and verbal, 
• Capable of effectively communicating with all levels of internal & external customers
• Competency in prioritizing projects, strong time management and organizational skills
• Ability to make strategic decisions regarding vendor use, profits and risk that are in the best interest of the customer and Staples
• Proven analytical skills necessary to make decisions regarding creative sourcing and product knowledge capabilities necessary to support customer’s projects and needs
  
   

What’s needed- Basic Qualifications

• 6+ years of relevant work experience

What’s needed- Preferred Qualifications

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• 22 days 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!