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Customer Service Representative-Furniture

Function: Customer Service/Contact Centers
Location: Customer Experience Center, Aurora, CO US
Date posted: 12/1/2017 9:00:53 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1033481

Furniture Support Team:


A division of Staples Contract Customer Service - the leading office supply distributer in the U.S. with four Contract Customer Service sites around the country. We make available to our customers a multitude of options for their business, including traditional office products, computer and technology solutions, facility and break room supplies, office furniture, and custom print and promotional items, to just name a few.


Position Summary:


The Furniture Team interacts with all levels of the organization and our customers.

The Furniture associates act as liaisons between Customer Service and Furniture Support groups/vendors for inquiries such as product information, pricing, returns, warranty claims, and delivery inquiries in AS400, CFS and Salesforce.com.


Primary Responsibilities:

  • Level II Support via phone and email inquiries
  • High level of follow up on Furniture inquiries
  • Handle all inquiries for pricing and product information for transactional furniture
  • Communicate information back to customers
  • Contact Furniture Support Teams, vendors, 3rd party freight companies, and Business Interiors Delivery Operations when necessary to find information on order, deliveries, and or to provide proof of delivery
  • Demonstrate a commitment to quality improvement
  • High level of One and Done focus whenever possible
  • Call customer when requested and provide follow up
  • Empowered to make it right for our internal and external customer
  • Perform credits, returns, and adjustments, return avoidance, discounts and save the sale
  • Thoroughly understand and use AS400, email KANA, SFDC, CFS
  • Completely trained in email and other sales interfacing applications and systems
  • Cross trained to back up Customer Service in emergency situations
  • Other Duties assigned


Basic Qualifications:


Familiarity dealing with vendors and who to call for information and pricing

Experience in complex problem resolution and escalations process

Strong PC skills required - Microsoft Excel and Word

Strong interpersonal skills and verbal/written communication skills

Ability to handle multiple priorities and work in a fast-paced environment

High level of accuracy and attention to detail

Minimum of 3-6 months customer service experience, preferred High Touch and/or Specialty training

Shift will be assigned between 6-6pm MST



Aurora 6am-6pm

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.



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