Customer Service Representative (ROCKFORD)

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.

As the Manager CRM Operations , you will play a pivotal role in ensuring our sales teams have the tools, insights, and systems they need to perform at their highest level. You will serve as the Salesforce product owner for the Sales organization, collaborating closely with stakeholders to surface ideas, set priorities, and lead the execution of strategic platform enhancements. Your focus will be on driving adoption, optimizing usability, and enabling operational excellence through innovative, business-focused solutions. This opportunity places you at the center of cross-functional initiatives, where your leadership will shape how we engage with customers, accelerate growth, and deliver a world-class selling experience.

What you’ll be doing:

• Empower sellers with insights, tools, and workflows that drive customer engagement and accelerate deal velocity.

• Partner with Sales, Data Science, Technology Solutions, and Marketing to develop and deploy next best action (NBA) capabilities.

• Own the Salesforce pipeline management strategy, including forecasting, hygiene, and conversion optimization.

• Lead the development and optimization of dashboards and reporting to enable data-driven performance and accountability.

• Drive the adoption of Salesforce tools and best practices to boost seller productivity and revenue.

• Serve as the Salesforce product owner for the Sales team, managing the roadmap, backlog, and delivery of scalable solutions.

• Collaborate with cross-functional teams to design and implement sales enablement strategies that support retention, expansion, and long-term customer value.

• Manage and develop 1–2 Program Managers, providing coaching, clear priorities, and fostering a culture of accountability and continuous improvement.

• Champion modernization initiatives, including automation, AI-driven insights, and user-centered design to deliver scalable sales enablement solutions.

• Present roadmap updates, performance insights, and enhancement priorities to senior leadership, influencing key decisions.

What you bring to the table:

• A strategic, product-focused mindset with the ability to balance user experience, operational rigor, and measurable business results.

• Exceptional stakeholder management and influence skills, with a talent for navigating both technical and non-technical audiences.

• Strong analytical abilities, translating data into actionable insights that drive sales performance.

• Experience simplifying complexity and designing intuitive, scalable workflows.

• A passion for continuous improvement and a willingness to challenge the status quo.

• Executive presence and confidence in communicating with senior leaders.

• A collaborative spirit, thriving in cross-functional environments and influencing without direct authority.

• Dedication to building tools, systems, and processes that make sellers more effective and customers more successful.

What’s needed – Basic Qualifications:

• 6+ years of experience in sales operations, CRM product enhancements and integration, or a related field.

• Deep expertise in CRM (ideally Salesforce), including pipeline management, reporting, Revenue Intelligence, dashboards, automation, and UX optimization.

• Proven ability to serve in a product owner or related role for enterprise sales systems.

• Strong understanding of sales processes, forecasting, and platform enablement best practices.

• Experience managing cross-functional initiatives and leading project managers or project teams.

What’s needed – Preferred Qualifications:

• Bachelor’s degree in Business, Information Systems, Analytics, or a related field

• Experience in B2B sales organizations, ideally within high-velocity or digital sales environments.

• Demonstrated success driving enterprise CRM transformations or large-scale system enhancements.

• Experience partnering with Data Science or Business Intelligence teams to deliver advanced analytics and predictive insights.

• Exceptional change management, collaboration, communication, and stakeholder influence skills.

• An innovative, data-driven approach with a passion for building tools that empower sellers and elevate the customer experience.

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!

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.