Customer Service Representative

Customer Service Representative

Job Summary of Customer Service Representative:

This position will be based and is instrumental in building territory penetration strategies, acquiring new customers, and ensuring smooth transitions to the account management team.

Job Duties and Responsibilities of Customer Service Representative:

• Drive $1M in new revenue by converting prospects into new customers in the Philadelphia, PA territory.
• Develop and implement strategies to exceed revenue goals and enhance territory penetration.
• Qualify leads from both internal and external sources based on customer size, spend, and potential.
• Schedule and conduct in-person meetings with prospects to present Quill’s value proposition and solutions.
• Create engaging presentations using marketing collateral to drive prospect engagement and conversion.
• Represent Quill at conferences, tradeshows, and events to win new customers.
• Develop and present custom pricing solutions for high-growth commercial customers.
• Leverage education contracts, including Cooperative Purchasing partnerships and Bids, to drive growth in the education sector.
• Ensure smooth transition for new customers to the account management team upon customer commitment.
• Meet and exceed monthly / quarterly quotas and key performance metrics.
• Maintain accurate records in CRM, including activity logs and pipeline management.
• Engage in continuous improvement by applying feedback from managers and peers.
• Collaborate with sales leadership to expand revenue beyond traditional office supplies.
• Champion Quill’s Staples values, services, and products while building strong relationships with customers.
• Grow share of wallet by consolidating business from other vendors and creating customized pricing programs.

Qualifications and Experience of Customer Service Representative:

• Highly driven and results-oriented, leveraging strong communication and persuasion skills.
• Proven performance in adaptable environments requiring quick change and adaptability.
• Excellent presentation skills and the ability to engage audiences effectively.
• Self-starter with a strong sense of initiative and a results-driven approach.
• Strong time management and organizational skills.
• Ability to view challenges as opportunities, with a resilient and persistent mindset.
• Customer-first attitude and commitment to creating a positive impact on Staples culture.
• Ability to stay calm under pressure, adapting to diverse customer conversations.
• Continuous improvement mindset, always sharing best practices and refining processes.
• High School diploma or GED.
• 4+ years of field sales experience.
• Required travel within the Philadelphia territory, approximately 50% travel.
• Remote role: Must be able to cover the territory of Philadelphia, PA.
• 6+ months of relevant experience in the public sector market.
• Bachelor’s degree or equivalent work experience.
• Proven business development experience in a similar field.

Benefits of Customer Service Representative:

• Inclusive culture with associate-led Business Resource Groups.
• 22 days of PTO and a comprehensive holiday schedule (7 observed paid holidays + 1 floating holiday).
• Discounts on online and retail purchases, Staples Match 401(k), and wellness programs (physical and mental health).

About Staples, Inc.:

Staples family of brands, has been providing essential office supplies and solutions since 1956. Acquired by Staples in 1998, Quill delivers award-winning customer support and an unmatched assortment of products. Our inclusive culture supports diversity and innovation, creating an environment where all employees feel valued and empowered. Staples is an Equal Opportunity Employer, ensuring that all applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.