Customer Service Representative - Expert Product Guidance Provider (ROCKFORD)

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

Ensure you read the information regarding this opportunity thoroughly before making an application.

At Quill, we make it easier for businesses of all sizes to get what they need to work smarter. As an Inside Sales Specialist, you’ll play a critical role in supporting new and existing customers by delivering expert product guidance, driving transactional and solution-based sales, and partnering closely with Account Managers to win profitable business. This is a fast-paced, customer-focused role where your ability to build relationships, think strategically, and deliver results makes a direct impact.

What you’ll be doing:

• Collaborate with Quill sales teams and internal partners to support new and existing customers across transactional and solution sales
• Drive high conversion rates while adhering to approved margin guidelines
• Meet or exceed net sales and margin goals
• Partner with Account Managers and Key Account Managers to support one-time and recurring projects for key accounts
• Manage multiple lead channels including hunt lines, loaded leads, web leads, and chat
• Educate customers on Quill’s specialized product offerings, pricing, and category-specific solutions
• Maintain a strong and accurate opportunity pipeline using Quill’s CRM tools
• Increase share of wallet by consolidating customer spend and positioning Quill as a trusted advisor
• Grow average order value and deliver an exceptional end-to-end customer experience

What you bring to the table:

• A highly driven, competitive, and results-oriented mindset
• Strong communication, persuasion, and presentation skills
• Ability to adapt and perform in a fast-changing, performance-driven environment
• Strong time management and organizational skills with the ability to prioritize effectively
• A customer-first approach with a passion for delivering exceptional service
• Resilience and confidence in handling objections and rejection
• Curiosity and a willingness to ask questions and continuously improve
• A collaborative mindset with a desire to positively impact team culture
• Ability to think dynamically and remain calm under pressure

What’s needed – Basic Qualifications:

• High School Diploma or GED
• At least 12 months of experience in sales or customer service
• Demonstrated ability to communicate, present, and influence effectively
• Strong verbal and written communication skills
• Proven ability to manage multiple priorities in a results-driven environment
• Strong problem-solving, critical thinking, and organizational skills

What’s needed – Preferred Qualifications:

• 1+ years of B2B sales or sales-equivalent experience
• Experience working with CRM tools and managing an opportunity pipeline
• Knowledge of category-specific products such as Technology, Furniture, Print/Promotional, or Large Volume Quotes

• Experience with virtual selling or solution-based sales environments

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• 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, business considerations, geography, and internal equity. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements.

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.