Client Service Professional - Healthcare Focus

RR Donnelley • Chicago, IL

17h • $39,100 - $54,700

About The Position

The Client Service Professional provides post-sales customer contact for inbound order fulfillment of print and print-related services and/or kitting. The role executes print, kitting, and distribution orders received from customers through online systems or direct contact. It serves as a communication link between customers and internal departments, supporting order processing from requirements gathering and pricing through production, delivery, and issue resolution. The position may lead client meetings and reviews, create process documentation, review work for accuracy, train colleagues, and lead corrective-action efforts.

Requirements

• High school diploma or equivalent.
• At least 3 years of relevant administrative or operational support experience in manufacturing operations or an office environment directly related to the job duties.
• Excellent knowledge of relevant functional areas, or good knowledge of a related professional field.
• Ability to consistently apply applicable policies, procedures, regulations, and program objectives.
• Advanced knowledge of technology, including computers and software such as MS Office or MAC word processing and spreadsheet programs, or other job-specific software.
• Excellent oral and written communication skills to communicate effectively across departments.
• Strong organizational skills, including the ability to manage deadlines, prioritize workload, and adjust to business needs.
• Ability to work weekends and holidays.

Nice To Haves

• Additional education certification at this level may be held.

Responsibilities

• Serve, when assigned, as the lead service professional for customers and internal RRD stakeholders, participating in or leading client meetings and business reviews.
• Support sales and customers by responding to inquiries and requests through various communication channels; resolve concerns such as disputes and invoice reconciliation, and provide delivery confirmation and order status.
• Gather job requirements from internal and external customers and translate them into detailed manufacturing, kitting, shipping, and postal instructions.
• Lead the creation of process documentation, workflows, and job aids for internal and external use.
• Suggest workflow or process improvements for proposed jobs to benefit both the customer and the company.
• Review personal work and the work of other client care staff for completeness and accuracy before production begins.
• Process orders and change notices in relevant systems, obtain delivery commitments and special freight quotes, and verify job instructions, pricing, and quotes in manufacturing systems.
• Develop pricing and generate quotes.
• Verify composition or perform copy preparation as needed for order processing.
• Maintain client inventory items in applicable systems and produce and analyze reports.
• Coordinate corrections and changes during work in process through written or verbal instructions.
• Train and mentor other client care staff members when needed.
• Lead customer- or sales-related corrective-action processes, including root-cause investigation and actionable improvements.
• Recommend appropriate responses to issues to management in the interests of the customer and company.
• Enter data, set up new items, and manage existing inventories.
• Coordinate communications between external customers and internal departments.
• Perform other related duties and participate in special projects as assigned.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Disability insurance
• 401(k) with match
• Life insurance
• Voluntary supplemental insurance coverages
• Tuition assistance
• Maternity leave
• Adoption assistance
• Employer/partner discounts
• Depending on the role, participation in a bonus, commission, or incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED