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Staples Promotional Products
Staples Promotional Products
1,001 – 5,000 Employees
eCommerceMarketingRetail
Staples Promotional Products helps businesses strengthen their brand presence through customized merchandise and promotional products. Its catalog includes branded apparel, drinkware, electronics, bags, office essentials, and other items designed for marketing campaigns, customer engagement, and everyday business use. The company also offers 24-hour production for urgent orders, with a focus on product quality, upfront pricing, and dependable service for organizations seeking tailored promotional solutions.
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Remote Customer Service Claims Representative – Massachusetts

Staples Promotional Products is hiring a remote Customer Service Claims Representative in Massachusetts to manage shipping claims, investigate delivery issues, coordinate with carriers, and resolve customer concerns by phone and email.

USUnited StatesMAMassachusettsRemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support

Description

  • Manage shipping claims from initial submission through final resolution
  • Deliver responsive support to internal and external customers by phone and email
  • Keep customers informed about claim progress, required next steps, and outcomes
  • Investigate and resolve claims and shipping problems within expected timelines
  • Take ownership of customer concerns throughout the resolution process
  • Coordinate between customers and shipping carriers to support claim resolution
  • Maintain accurate records of customer contacts, claim information, and resolutions
  • Classify issues, identify root causes, and select appropriate resolution approaches
  • Escalate recurring problems and emerging trends that could affect customer satisfaction
  • Handle customer and carrier questions while meeting service-level targets
  • Use Salesforce, Microsoft Outlook, Microsoft Word, carrier portals, and internal tools to investigate cases
  • Contribute to team meetings, cross-training, and continuous improvement activities
  • Suggest technology and workflow enhancements that improve efficiency and customer service
  • Adopt new tools and technologies that strengthen operational performance and customer satisfaction

Requirements

  • At least two years of customer service experience within the past five years, preferably in customer support or claims
  • A dedicated, distraction-free home workspace
  • High-speed internet access
  • Ability to perform basic equipment troubleshooting and PC or hardware setup
  • Availability for an eight-hour shift between 9:00 a.m. and 8:00 p.m. EST, Monday through Friday
  • Strong customer service abilities and professionalism when handling difficult situations
  • Excellent spoken and written communication skills
  • Strong listening ability and skill in asking questions that clarify customer needs
  • Ability to remain composed while balancing competing priorities
  • Effective problem-solving and critical-thinking skills
  • Strong organization and attention to detail
  • Ability to work independently while handling a high volume of inquiries and claims
  • Proactive communication habits and commitment to timely follow-up
  • Comfort working across multiple systems and technology platforms
  • Customer-focused approach centered on resolving issues and exceeding expectations
  • High school diploma or GED preferred
  • Prior work-from-home experience preferred
  • Successful experience in customer service or a contact center preferred
  • Experience with customer claims, shipping questions, or carrier issues preferred
  • Familiarity with Salesforce or a comparable CRM preferred

Benefits

  • Paid time off that includes one floating holiday each year
  • Flexible work options, including adjustable hours and remote work
  • 401(k) plan with company matching
  • Medical, dental, vision, life, and disability insurance
  • Optional benefit programs
  • Associate store discount
  • Discounts on mobile plans and movie tickets

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