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RR Donnelley · 9 hours ago

Senior Customer Service Account Specialist

Cudahy, WI

Full-time

Onsite

Senior Level, Lead/Staff

$55K/yr - $83K/yr

8+ years exp

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions. The Senior Customer Service Account Specialist is responsible for coordinating production of printed materials and maintaining positive customer relations throughout the manufacturing process.

Marketing & Advertising

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

Qualification

Print industry experienceManufacturing operations knowledgeMS Office proficiencyOrganizational skillsCommunication skills

Required

High School Diploma or GED

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

Previous experience within the print industry

Excellent knowledge of the functional area(s) related to the job or good knowledge related to a professional field of work

Ability 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

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

Excellent oral and written communication skills to communicate effectively across departments when completing assignments

Strong organizational skills with the ability to manage deadlines and prioritize workload and make adjustments to meet business needs

Ability to work overtime as required by business needs

Benefits

Medical, dental, and vision coverage

Paid time off

Disability insurance

401(k) with match

Life insurance

Other voluntary supplemental insurance coverages

Tuition assistance

Maternity leave

Adoption assistance

Employer/partner discounts

Company

RR Donnelley

Glassdoor3.4

RRD provides a complete portfolio of marketing, packaging, print and business services to the world’s most respected brands, including 91% of the Fortune 100.

Founded in 1864

Chicago, Illinois, US

10001+ employees