Customer Service Representative (ROCKFORD)

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

Make your application after reading the following skill and qualification requirements for this position.

At Quill, we make it easier and more rewarding for businesses to get the supplies they need to succeed. The Inside Sales Team Manager is responsible for leading the day‑to‑day execution of Quill’s outbound growth strategy. This role focuses on driving reactivation of lapsed customers, activating net‑new sites, and increasing customer awareness and penetration across Quill’s full assortment of product categories.

This leader provides hands‑on coaching, operational oversight, and real‑time deal support to ensure sellers are executing effective outbound motions, maintaining a healthy pipeline, and consistently applying best practices. The role is highly execution‑oriented, centered on improving call quality, strengthening discovery, expanding category adoption, and removing friction so sellers can perform at a high level and deliver sustained customer growth.

The Inside Sales Team Manager partners closely with cross‑functional teams to align priorities, optimize processes, and ensure sellers are equipped with the right tools, insights, and messaging to drive meaningful customer conversations and long‑term value.

  What you’ll be doing: 

• Lead and coach a team of frontline Inside Sales associates to execute sales strategies with quality and consistency. 
• Conduct regular call coaching sessions and lead meaningful performance conversations. 
• Foster a diverse, inclusive, and positive team environment that supports engagement and growth. 
• Drive accountability by setting clear expectations and holding associates responsible for results and behaviors. 
• Partner closely with business leaders and cross-functional teams to align on sales initiatives and priorities. 
• Leverage sales tools, systems, and reporting to monitor performance and identify improvement opportunities. 
• Support hiring, onboarding, and ongoing development of Inside Sales associates. 
• Facilitate performance evaluations and performance improvement plans with proper documentation. 
• Provide feedback and insights to leadership to influence sales strategy and execution. 

What you bring to the table: 

• Results-driven leadership mindset with the ability to motivate and inspire sales teams. 
• Strong commitment to coaching, development, and performance management. 
• Adaptability and comfort leading through change in a fast-paced environment. 
• Ability to create structure, accountability, and psychological safety. 
• Excellent communication, presentation, and interpersonal skills. 
• Strong time management and organizational skills. 
• Customer-first mindset focused on delivering consistent outcomes. 
• Analytical and problem-solving skills with attention to detail. 
• Collaborative approach with cross-functional partners. 
• What’s needed – Basic Qualifications (Measurable) 
• High School Diploma or GED required. 
• 1+ years of experience in sales and/or people management. 
• Strong verbal and written communication skills. 
• Proficiency with Microsoft Office applications. 

What’s needed – Preferred Qualifications: 

• Experience using CRM tools such as Salesforce. 
• Proven success managing full sales cycles. 
• Ability to analyze performance data and coach to improvement. 
• Strong collaboration and motivational leadership skills. 
• Ability to adapt quickly in a changing sales environment. 

We Offer: 

• Inclusive culture with associate-led Business Resource Groups 
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) 
• 112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday) 
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more! 

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity.  In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.  

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations – through the power of the people behind our iconic brand. xywuqvp 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.