Senior Customer Service Account Specialist at RR Donnelley

Cudahy, Wisconsin, United States -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

82700.0

Posted On

12 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relations, Production Coordination, Manufacturing Process, Requirement Gathering, Process Improvement, Quality Review, System Entry, Pre-sales Support, Pricing Assistance, Scheduling, Proof Review, Issue Resolution, Billing, Mentoring, RFP Process, Copy Prep

Industry

Marketing Services

Description

Company Description RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact. Job Description Coordinate production of printed materials, or print-related services for the company’s customers. Maintain positive customer relations through active engagement of the customer through all stages of the manufacturing process from initial contact through final disposition of the customer's product. Responsibilities ● Engage customers to gather job requirements and translate customer requirements in to detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of the customers’ products. ● Make suggestions to customers regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company. ● Provide quality review for other Print Production Specialists to ensure all information is accounted for and accurate before the commencement of production. ● Ensure job instructions are entered and verified in the various manufacturing systems and queued in to the production schedule. ● Provide pre-sales support with customers and discuss the manufacturing capabilities and requirements needed to produce a successful job. ● May assist sales with pricing/scheduling of potential business by referring to price sheets and engaging appropriate operations departments. ● Confer with customers throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs, and coordinate changes to jobs. ● May forward/review proofs with customer, obtain approval of materials, such as artwork, color separations, or ink samples ● Coordinate production of components with other internal plants and/or external vendors as required. ● Coordinate the resolution of customer or manufacturing issues with customer jobs. Engage appropriate departments to verify the issue and determine the root cause. ● May make recommendations to management on the appropriate response to issues that are in the best interest of the customer and the company. ● Communicate with customers regarding the resolution of issues. ● Monitor progress of jobs throughout production, confer with manufacturing operations on counts and final runs and ensure the final product meets customer requirements and company standards.● Tally the final production runs and work performed to assemble paperwork for billing purposes. ● May mentor junior level Print Production staff or work on special projects. ● Business Unit/Platform Specific duties ● May have responsibility for determining the supplies and paper needed for jobs including the use of vendors to supply components of the customer product. ● May assist sales in the RFP process by supplying estimates and determining how to efficiently process a complete job. ● May have responsibility for the composition and/or copy prep of the customers’ products. ● Performs other related duties and participates in special projects as assigned. Qualifications ●Minimum Education: High School Diploma or GED ●Minimum Experience: 8 Years of relevant administrative/operational support experience in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. ● Requires previous experience within the print industry. ● Requires excellent knowledge of the functional area(s) related to the job or good knowledge related to a professional field of work. Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job. May provide oversight of work conducted by junior-level staff and/or review/audit work for accuracy. Must have advanced knowledge of technology including computers and software programs such as MS Office or MAC word processing, spreadsheets, or other programs specific to the job in order to complete job duties successfully. Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments. ● Must have strong organizational skills with the ability to manage deadlines and prioritize workload and make adjustments to meet business needs. ● Must be able to work overtime as required by business needs. ● Additional job knowledge, skills, and/or abilities specific to a department may be listed on the staffing requisition. Additional Information The national pay range for this role is $55,100 to $82,700/ year. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts. All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RRD is an Equal Opportunity Employer, including disability/veterans Air Force MOS: 25L1:Logistics Plans and Programs Navy MOS: LS:Navy Logistics Support Marine MOS: 0111:Administrative Specialist Army MOS: 42E:Administrative System Management Department: Administration & Customer Service Shift: 1st Shift Coast Guard MOS: SK:Storekeeper Compensation: USD55100 - USD82700 - yearly

Responsibilities

This role involves coordinating the production of printed materials or print-related services, maintaining positive customer relations throughout the manufacturing process from initial contact to final product disposition. Responsibilities include translating customer needs into detailed manufacturing instructions, providing quality review, monitoring job progress, and coordinating issue resolution.