Full-Time Supervisor - Client Services

Leads post-sale contact with customers to facilitate a positive and productive long-term relationship.

Serves as the Relationship Manager and primary point of escalation for assigned customers.

Enhances the company's position and reputation by properly servicing and corresponding with all assigned accounts in a dependable and timely manner.

Manages customer inquiries regarding customer orders in process and future orders pending.

Provides tactical support to sales and management, providing information regarding customer issues, needs and opportunities.

Enhances customer relationships by working closely with customers on the development of targeted solutions and new business opportunities.

Accountable for account revenue growth, expanding products and service offering and alternate revenue streams.

Develops and oversees department staffing schedules including vacation time and overtime to balance workloads and ensure SLAs are achieved.

Supervises daily activities/project workloads of Strategic Relationship Staff.

Approves temporary employee hours and approves contract invoices.

Develops training programs as appropriate for the various positions and monitors employee progress.

Participates in the periodic performance reviews of direct reports.

Ensures on-site operations are managed and coordinated to satisfy contracted SLAs, conceives, documents, and executes standard operation procedures to support the above.

Provides requested customer-facing metrics reports as requested from existing reports suites, customizing where necessary.

Works with the customer to facilitate prototypes and offer creative solutions that support print sourcing.

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

Coordinates efforts with the customers' marketing group to gather all of the print requirements and data files for current and anticipated projects.

Provides guidance to the customer regarding the print manufacturing process and the various requirements needed to efficiently (cost and time) produce print and print-related collateral.

Sources external vendors including RR Donnelley to produce print collateral.

Builds a network of print outsourcers to use for print projects.

Submits RFP/RFQ requests to vendors and makes recommendations to the customer on which providers will meet the needs for quality and delivery for print campaigns.

Oversees the entire print lifecycle for ongoing projects from the initial requirements gathering, vendor selection, and coordination with manufacturing, to final delivery of products.

Works with vendors to ensure SLAs are met and products are received by the customer on time.

Makes recommendations to the customer to move print work to other sites/vendors when issues arise.

Performs other related duties and participates in special projects as assigned.

Bachelor's degree in a discipline related to the function of work, with 5 years of relevant work experience.

Previous leadership experience strongly preferred.

Able to demonstrate the ability to solve problems.

Able to communicate and interact with a variety of internal/external customers and/or coworkers at a level of detail required to resolve issues of moderate complexity.

Requires very good communication skills with the ability to state messages clearly using language that is easy for others to understand.

Able to proactively listen to others to understand issues and situations.

Able to clearly articulate business needs to both internal and external customers.

Able to work in a high-production, fast-paced environment.

Strong organizational skills, proficient in managing multiple tasks concurrently.

Self-starter and ability to think outside the box.

Ability to work in a team environment.

Highly motivated individual with the ability to offer solutions and solicit feedback in a high-production startup environment.

Ability to handle conflict in a professional manner.

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

National pay range: $62,800 to $111,400/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.

RRD is an Equal Opportunity Employer, including disability/veterans.

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