Role Description The Account Specialist Team is a dynamic group focused on driving exceptional customer satisfaction and profitable print sales growth within Staples’ contract-based print services. This position is dedicated to growing profitable print sales in contract through direct support for internal and external print customers and works to ensure the highest levels of customer satisfaction for programmatic and transactional print business. - Manage transactional and programmatic custom orders, projects, and warehouse replenishment (specialty accounts). - Proficiently manage support queues and a pipeline of opportunities from transactional and programmatic requests, converting them into print sales. - Provide primary customer and sales support through various contact methods for all print customers. - Professionally intake, analyze, and resolve issues through corrective action and/or coordination of cross-functional communication. - Plan and prioritize a high volume of tasks to meet customer-driven deadlines. - Provide timely communication and follow-up to external and internal customers throughout the order lifecycle. - Accurately collect and communicate custom print order specifications and maintain detailed records. - Collaborate with the team, Sales organization, and customers to ensure effective program management. - Leverage analysis of reports to present recommendations for sales growth and operational efficiencies. - Maintain a high level of understanding of all print database and systems knowledge required to support customers. - Organize and maintain up-to-date files, reports, and records to capture critical business intelligence. - Identify opportunities for process improvements and assist in developing effective strategies. - Attain Key Performance Indicators, including win rate, customer engagement, and SLA adherence. - Assess when to engage with vendors/suppliers to advocate for the best interests of the company and customers. Qualifications - High School diploma or equivalent. - 2+ Years Relevant Print/digital copy experience (customer service, sales, project management). Requirements - Decision-Making: Evaluate and adjust sales margins within established guidelines. - Situational Judgment: Make independent decisions to resolve issues or prevent escalations. - Supplier Relations: Assess when to engage with vendors to advocate for the best interests of the company. - Account Management: Analyze individual Enterprise/MidMarket account orders. - Credit and Rebill Decisions: Assess and decide on credits and rebills within established guidelines. - Customer Service Excellence: Work independently to service all print customers. - Special Projects: Collaborate with customers on special accounts/projects. - Negotiation Skills: Negotiate sales margins independently with customers. - Order Classification: Determine whether a print item should be processed as a transactional order or converted to a programmatic SKU. - Strong relationship building and interpersonal skills. - Professional and effective telephone and written communication skills. - Competency in MS Office suite and PC Skills. - Flexible team player with the ability to handle multiple tasks simultaneously. - Basic mathematical aptitude. Benefits - 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.

• Develop and demonstrate in-depth knowledge of Cochlear’s product portfolio • Effectively sell and position Cochlear product features and brand benefits • Develop and demonstrate business acumen aligned with territory business plan and strategy • Successfully execute territory business plan assignments with professional and customer partners

• Responsible for end-to-end management of client relationships within an assigned business segment or geographic region • Serve as the central point of coordination for Fortune 500/1000 clients • Oversee all relationship management activities to ensure clients receive an optimal level of products and services • Drive profitability through the development of new business and retention of existing relationships • Act as the primary liaison between Sales, Operations, and Field Business Development • Ensure seamless communication and alignment across teams • Manage client escalations and oversee accurate and timely billing • Support new client onboarding by developing client setup documentation • Analyze client reporting using tools such as Power BI and Excel • Collaborate cross-functionally to support service delivery

• Lead the request for quotation process for all customer requests. • Execute sales growth strategies. • Ensure the organization is responsive to customer needs, expectations and requests and communicate these throughout our organization. • Strengthen the account team fulfilling all internal and external expectations. • Maintain product development strategies in the Business Units to fulfill customer and market needs. • Initiate and implement campaigns, projects, and customer events as required. • Support all negotiations with the customers, including contracts and promotional programs. • Deliver premium service levels across the value chain from product development, through manufacturing, to delivery.