Account Supervisor - Legal (Hybrid)

RR Donnelley•Phoenix, AZ

2d•Hybrid

About The Position

The Operations Supervisor is an independent leader, helping manage the day-to-day people, operations and client. This role requires ensuring the team provides outstanding service to the client while building strong customer relationships. The supervisor will also be responsible for managing time and absence for direct reports, creating an environment conducive to service expansions and new business opportunities, and maximizing profitability through effective utilization of labor and resources. Immediate resolution of operational problems and production of required reports are key functions. The role involves coordinating workflow, prioritizing jobs, delegating duties, and monitoring progress to ensure efficiency, accuracy, and adherence to deadlines. Training new employees, addressing performance issues, and collaborating with management on development plans are also essential. Escalating client or team concerns to management for proactive resolution and adhering to company and client site policies are required. The supervisor must also use equipment and supplies in a cost-efficient manner.

Requirements

Bachelor’s degree or equivalent experience
3 or more years’ proven experience in a customer service environment, legal or financial services industries preferred
3 or more years’ experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
Understanding of USPS regulations
Understanding of reprographics equipment and usage
Intermediate Microsoft Office Word and Excel skills
Basic Microsoft PowerPoint skills
Prior experience managing vendors preferred
Basic P&L understanding a plus
Demonstrated experience prioritizing competing priorities under tight deadlines
Proven customer service skills are required in order to create, maintain and enhance customer relationships.
Good written and verbal communication skills, including professional telephone and email etiquette.
Attention to detail with good organizational skills.
Must be able to meet deadlines and complete all projects in a timely manner.
Ability to handle sensitive and/or confidential documents and information.
Able to make independent decisions that conform to business needs and policy.
Good problem-solving skills, with the ability and understanding of when to escalate a problem to a managerial level.
Must work well in a team environment.
Must be able to interact effectively with multi-functional and diverse backgrounds.
Ability to work in a fast-paced environment.
Must be self-motivated with positive can-do attitude.

Responsibilities

Ensure team provides outstanding service to client, while building strong customer relationships
Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
Create an environment conducive to service expansions and new business opportunities
Maximize profitability through the effective utilization of labor and resources
Immediately resolve any operational problems or issues
Produce required reports on schedule
Coordinate workflow within the team, prioritizing jobs and delegating duties to associates
Balance team’s day-to-day work assignments with projects and ad hoc requests related to mail volume, reprographics requests, conference room set up, and vendor management
Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
Train new employees on policies and procedures
Address performance issues among team members
Work with manager to create development plans and challenging assignments for team members
Escalate to manager client or team concerns to proactively resolve issues
Adhere to Williams Lea policies in addition to client site policies
Use equipment and supplies in a cost-efficient manner
Other duties as assigned