Customer Service Representative

SKU Ops Manager: Work Model: Onsite, Lincolnshire, IL Staples is business to business. You're what binds us together. Quill is a valuable part of the Staples family of brands. Since 1956, Quill has held its position as a leader in office supplies. Acquired by Staples in 1998, Quill delivers the essential services, solutions, and award-winning customer support to help our customers - and our people - thrive. When you partner with Quill, as a customer or as an associate, every workday is more rewarding. From paper, ink & toner, to technology and custom print, we deliver the right products at the right value, plus an unmatched assortment of over 900 instant rewards available with every order. Team Summary: The SKU Operations team supports the Merchandising organization by ensuring product information is accurately and efficiently built, maintained, and presented across internal systems and the website. Partnering across Staples and Quill with Merchandising, Marketing, Ecommerce, Analytics, Content, SKU Management, Engineering, and external vendors, the team helps improve customers' s experience, accelerate speed to market, and expand the assortment into new and underpenetrated categories. Role Summary: As the SKU Ops Manager, you will lead the team responsible for SKU implementation, maintenance, and product content. You will work closely with business owners and cross-functional partners to strengthen item-build processes, improve system and workflow efficiency, and deliver accurate product images, copy, videos, attributes, taxonomy, specifications, and web hierarchy. This is an opportunity for an organized, proactive people leader to shape best-in-class SKU operations, manage competing priorities, and drive meaningful improvements that support website conversion, natural search, and a better customer experience. What you'll be doing: * Lead, develop, and manage the associates responsible for SKU operations, providing timely feedback, career development planning, quarterly check-ins, performance appraisals, and effective onboarding. * Manage item setup and ongoing SKU maintenance, including cost updates, reinstatements, discontinued items, restock and destock activity, content, attributes, specifications, taxonomy, Mix & Match, Family of Products, quality assurance, and related work. * Own project management for SKU Operations initiatives, balancing short- and long-term priorities and ensuring work is completed accurately and on time. * Improve item-build and maintenance processes to increase efficiency, strengthen quality, and accelerate speed to market. * Partner with Staples Content and SKU Management teams to improve processes, prioritization, and the use of system capabilities. * Guide product content strategy across internal systems and the website, including product images, copy, videos, attributes, and web product hierarchy. * Prioritize team projects and workload using stakeholder input, with a focus on initiatives that support website conversion and natural search. * Anticipate, diagnose, and resolve operational challenges while recommending process and project improvements, including work involving third-party vendors. * Collaborate with leaders and teams across Merchandising, Marketing, Ecommerce, Analytics, and Engineering, as well as external vendors. What you bring to the table: * Strong organization and project management skills, with the ability to manage multiple competing priorities. * A people-first leadership approach and a demonstrated ability to develop associates into future leaders. * Excellent written, verbal, interpersonal, and cross-functional communication skills. * Strategic thinking and creative problem-solving skills, with the ability to translate technical or system capabilities into business value. * The ability to influence others, secure timely information and decisions, and accomplish objectives in a cross-functional matrix environment. * A proactive mindset focused on process improvement, operational excellence, and customer experience. What's needed- Basic Qualifications: * 5+ years of relevant online merchandising experience. * Bachelor's degree or equivalent work experience. * Experience leading and developing associates. * Excellent written, verbal, communication, and interpersonal skills. * Proficiency in Microsoft Office applications, specifically Excel, PowerPoint, Word, and Outlook. What's needed- Preferred Qualifications: * Project and process management skills with a track record of people development. * Demonstrated success accomplishing objectives through others in a cross-functional matrix environment. * Strategic thinking and creative problem-solving skills, including the ability to derive business benefit from technical or system functionality. * Ability to influence stakeholders to provide information and make decisions that support key deadlines. We Offer: * Inclusive culture with associate-led Business Resource Groups * 22 days 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! It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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. #LI-LH1 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. 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.