Customer Care Associate (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.

The Sales Analytics & Leads Operations Manager is a key strategic contributor responsible for driving performance across the Quill customer portfolio within the Sales Division. This role empowers sales teams by leading lead management strategy, pricing analytics, and performance reporting. You will collaborate closely with Sales, Sales Support, SDS, and Category teams to maximize customer engagement, optimize lead conversion, and ensure the business has actionable insights to achieve net sales and margin goals. This is your opportunity to directly impact Quill’s revenue growth and customer profitability while working in a fast-paced, innovative environment.

What you’ll be doing:

• Analyze lead performance and customer behavior to identify high-value growth and retention opportunities.

• Develop and execute targeted campaigns for prospects and existing customers, accelerating pipeline and revenue.

• Own lead optimization strategy—ensuring the right leads reach the right teams to maximize conversion and sales.

• Drive pricing optimization through customer segmentation, assortment recommendations, and strategic pricing actions.

• Develop, maintain, and enhance Power BI reports to provide clear, actionable insights for the business.

• Collaborate cross-functionally with Sales, Pricing, Category, Marketing, and Operations to drive performance outcomes.

• Serve as a subject matter expert on lead management, pricing processes, and sales analytics, translating business needs into analytical requirements and improvements.

• Track and report on key performance indicators, setting standards for sales reporting to ensure consistency and adoption.

• Champion innovation through automation and advanced analytics, continuously enhancing tools and processes to support future growth.

What you bring to the table:

• A strong analytical mindset with commercial acumen and a deep understanding of sales economics.

• Ability to connect lead strategy, pricing decisions, and performance reporting to tangible revenue and margin outcomes.

• Strategic thinking with proven experience prioritizing initiatives for maximum impact and scalability.

• Advanced skills in data storytelling—turning insights into action for diverse stakeholders.

• Excellent stakeholder management and executive communication skills.

• Results-oriented, ownership mindset with a passion for continuous improvement and scalable analytics frameworks.

• Comfort navigating ambiguity and solving complex business problems.

What’s needed- Basic Qualifications:

• Bachelor’s degree in Business, Analytics, Finance, Economics, or a related field or equivalent work experience.

• 6+ years of experience in sales operations, analytics, pricing, or lead management roles.

• Proven ability to translate data into business insights and drive action.

• Advanced experience with SQL, Power BI or similar BI tools, and collaborating with data teams.

What’s needed- Preferred Qualifications:

• Experience in B2B sales environments, ideally within e-commerce, wholesale, or distribution.

• Strong understanding of pricing strategy, margin management, and customer profitability.

• Experience working with Salesforce and lead management systems.

• Demonstrated success driving operational change, process optimization, and scalable solutions.

• Creative problem-solving mindset and the ability to challenge assumptions for high-impact results.

 

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.

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.