Account Supervisor

RR Donnelley•New York, NY

3d•Onsite

About The Position

The Account Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account.

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
Demonstrated experience prioritizing competing priorities under tight deadlines
Exceptional communication skills, both written and verbal
Good attention to detail

Nice To Haves

Prior experience managing vendors preferred
Basic P&L understanding a plus

Responsibilities

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Create and distribute monthly invoice, ensuring it meets contractual requirements
Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.
Be able to lift up-to 50 lbs. on a regular basis.
Adhere to Williams Lea policies in addition to client site policies