Staples SSPS Critical Support Specialist (Framingham, MA) in Framingham, Massachusetts


Position Summary:

CST is a team that works with customers, sales teams and internal support teams to drive exceptional service standard and support the sales growth of the Shipping & Packing team. The team receives inbound issues from and makes outbound contacts to address salesforce and customer needs.

Primary Responsibilities

Customer care: address inbound issues

  • Solve issues for VIP accounts

  • Manage credit and collections issues

  • Review back-order report and address any out of stock issues

  • Expedite shipments or resolve shipment issues whether fleet, courier or LTL

  • Address any other issues that are specialized or complex

Sales support: tasks that help drive sales

  • Work with pricing team or build quotes to send to customers

  • Review and compile competitors’ invoice data from sales calls

  • Negotiate with vendors to get preferential pricing for deviations or custom products

  • Set up sales appointments for quarterly review and usage assessments

  • Support the implementation of new accounts as needed



  • High school diploma or GED; with a degree, level of experience in an active position will be considered

  • Prior experience in a customer service or sales support function

  • Action oriented with strong initiative and “can-do” attitude

  • Strong time management and organizational skills

  • Excellent communication skills

  • Strong interpersonal skills with the ability to build warm rapport with customers


  • Associate or Bachelor’s Degree with a concentration in business an asset, but not required

  • Product knowledge of the packaging industry not required, but is a plus

  • Bilingual is a plus

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