Compensation Range : $42K - $47K

Staples is business to business. You’re what binds us together.

Join our Staples World Class Supply Chain Team and deliver essential products to our customers.

What you’ll be doing:

Our skilled FCR coach will be responsible for interacting with our FCR team, returns team, 3rd party vendors, and customers via phone and email. This position will work closely with our Senior FCR Agent, which specializes in returns, and they will act as their first contact for performance feedback. Our coaches ensure that we continue to operate as a one-stop shop for our clients, and they prioritize the customer experience. They set the example for the team by liaising between multiple departments and vendors to obtain accurate and complete problem resolution. They work daily to meet the various returns requirements across multiple eComm marketplaces. This position will also specialize in revenue recovery and work to recoup or reverse any charges levied by the marketplaces in error. Coaches should demonstrate a positive attitude and a proactive approach to problem-solving. Creating a positive customer experience is the key element in everything we do!

• Manage returns actions on multiple channels (Amazon, eBay, Target, Newegg, Walmart, etc.)
• Demonstrate ownership for all assigned alert queues in SOMs
• Ensure timely processing of all daily reports and oversee the returns workflow
• Must develop a solid working knowledge of both our internal order and return workflows
• Ability to meet deadlines, communicate & coordinate in a team setting, but focus on individual tasks/duties with little supervision
• Actively participates in problem-resolution and process-improvement initiatives
• Provides support and participates in planning and process development during the onboarding of new marketplaces
• Maintains, creates, and monitors revenue recovery initiatives
• Provides returns performance feedback on the FCR team and our Infosys partners
• Provides training as needed
• Work to identify gaps in our current processes and partner with leadership to create a resolution
• Displays professionalism and maintains positive working relationships across multiple departments

What you bring to the table:

• Strong communication and collaboration skills
• A positive attitude
• Able to work efficiently under pressure
• Able to work well with others
• Able to meet deadlines
• Stress management skills
• A quick-thinking ability
• Problem-solving skills

Qualifications :

What’s needed- Basic Qualifications

• High School Diploma or equivalent required
• 1+ years in a customer service or returns environment required
• Experience training or mentoring
• Competency in MS Excel, MS Outlook
• Stellar written communication skills
• Strong problem solving & critical thinking skills required
• Capability to manage, organize, and complete tasks that require follow-up
• Ability to multi-task and thrive in a lively environment
• Working knowledge of SOMS/COMS applications

What’s needed- Preferred Qualifications

• Experience with eCommerce marketplaces
• Commerce Hub or Channel Advisor experience

The physical demands described are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We Offer: (would need to be adjusted for Exempt/Non-Exempt, bit should keep bullet 2 and just make small adjustments to 1 and 3)

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits

Interested in joining the team? Check out our perks and benefits !