Full-Time Client Services Team Lead

Ensure account health through meeting contract SLAs, using Job Aids, Quality Reviews, and other work instruction tools.

Develop and oversee team staffing schedules, including vacation time and overtime, to balance workloads and ensure SLAs are achieved.

Supervise daily activities/project workloads of the Client Services Team.

Approve temporary employee hours and contract invoices.

Train and mentor team members, providing continual coaching and progress check-ins.

Participate in periodic performance reviews of direct reports.

Provide requested customer-facing metrics reports, customizing existing reports as needed.

Work with the customer to facilitate prototypes and offer creative solutions for print sourcing.

Provide print procurement and coordination of all sales/marketing/promotion print and print-related collateral for the customer.

Coordinate efforts with the customer's marketing group to gather print requirements and data files for current and anticipated projects.

Provide guidance to the customer regarding print manufacturing process requirements for efficient (cost and time) print and print-related collateral production.

Source external vendors (e.g., RR Donnelley) for print collateral.

Build a network of print outsourcers for print projects.

Submit RFP/RFQ requests to vendors and recommend providers based on quality and delivery for print campaigns.

Oversee the entire print lifecycle for ongoing projects, from requirements gathering and vendor selection to manufacturing coordination and final product delivery.

Work with vendors to ensure SLAs are met and products are delivered on time.

Recommend moving print work to other sites/vendors when issues arise.

Recruit, train, and develop employees to ensure quality and timely product/service output.

Administer company policies and procedures.

Participate in performance reviews and counsel employees, providing action plans as needed, in conjunction with the Supervisor/Manager.

Perform other related duties and participate in special projects as assigned.

Requirements:

• High School or GED with at least 5 years of relevant experience.
• Proven ability to analyze variables, solve tasks/problems, apply appropriate solutions, and demonstrate proficiency in job understanding.
• Ability to recognize anomalies/critical situations and respond appropriately or escalate to leadership.
• Strong communication and interaction skills with internal/external customers and/or co-workers to resolve issues/engage leadership.
• Proficiency with Microsoft Windows, MAC, or other technical tools.
• Ability to learn specialized software.
• Continued expertise in primary tools/applications.
• Strong communication skills, clear message delivery using easily understandable language.
• Proactive listening skills to understand issues/situations.
• Ability to clearly articulate business needs to internal/external customers.
• Ability to work in a high-production, fast-paced environment.
• Strong organizational skills, proficient in managing multiple tasks concurrently.
• Self-starter, ability to think outside the box, work in a team environment, and offer solutions/solicit feedback in a high-production startup environment.
• Ability to handle conflict professionally.
• Occasional travel may be required.

Compensation:

National pay range: $51,400 - $76,500/year.

Actual pay may vary based on location, education, skills, experience, performance, shift, and other factors.

Benefits: Medical, dental, vision, paid time off, disability insurance, 401(k) with match, life insurance, voluntary supplemental insurance, tuition assistance, maternity/adoption assistance, and employee/partner discounts.

Equal Opportunity Employer:

All your information will be kept confidential according to EEO guidelines.

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