Customer Account Lead

RR Donnelley•Plover, WI

12d•$53,500 - $80,200•Onsite

About The Position

RRD's Plover location is seeking a dynamic Customer Account Lead to join our team! RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact. The Customer Account Lead is responsible for establishing and coordinating all customer service functions for assigned accounts including managing the business relationship with the customer and the customer operation needs from beginning to end. They are the main point of contact for their respective customers. This role works closely with a cross-functional team including Purchasing, Operations and Quality to assure the site meets and/or exceeds customer expectations.

Requirements

5+ years of experience supporting customer accounts, preferably in a manufacturing environment.
Positive attitude and professionalism; kindness is key.
Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
May provide oversight of work conducted by junior-level staff and/or review/audit work for accuracy.
Excellent oral and written communication skills.
Ability to prioritize tasks and utilize critical thinking skills.
Attention to detail and strong organization skills.
Strong aptitude to learn new processes and programs.
Air Force MOS: 25L1:Logistics Plans and Programs
Navy MOS: LS:Logistics Support
Marine MOS: 0111:Administrative Specialist
Army MOS: 42E:Administrative System Management
Coast Guard MOS: SK:Storekeeper

Responsibilities

Lead Business Reviews and report KPI’s both internally to the customer.
Assist in establishing priorities for the production team.
Manage product to ship availability.
Communicate with cross-functional team ensure accurate and up to date information is available at all times per customer demand/forecast.
Ensure customer satisfaction by developing and implementing day-to-day operational practices and procedures to enhance the smooth and timely processing of customer orders.
Provide proactive and informative feedback on issues or situations that affect customer support and satisfaction.
Monitor daily production activity and take appropriate action so that service commitments are met and customers kept informed of the status of their orders.
Develop and maintain metrics in support of key performance indicators, if a gap in what the site currently using exits.
Work closely with the Customer Service Supervisor and other Leads to draft and finalize work instructions.
Act as a Customer Advocate to actively promote customer awareness.
Identify additional value added opportunities to meet and exceed Customer satisfaction.
Engage customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for the disposition of the customers’ products.
Make suggestions to customers regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
May provide quality review for other team members to ensure all information is accounted for and accurate before the commencement of production.
Ensure job instructions are entered and verified in the various manufacturing systems and queued into the production schedule.
Provide pre-sales support with customers and discuss the manufacturing capabilities and requirements needed to produce a successful job.
May assist sales with pricing/scheduling of potential business by referring to price sheets and engaging appropriate operations departments.
Confer with customers throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs, and coordinate changes to jobs.
May forward/review proofs with customer, and obtain approval of materials, such as artwork, color separations, or ink samples.
Coordinate production of components with other internal plants and/or external vendors as required.
Coordinate the resolution of customer or manufacturing issues with customer jobs.
Engage appropriate departments to verify the issue and determine the root cause.
May make recommendations to management on the appropriate response to issues that are in the best interest of the customer and the company.
Communicate with customers regarding the resolution of issues.
Monitor the progress of jobs throughout production, confer with manufacturing operations on counts and final runs, and ensure the final product meets customer requirements and company standards.
Tally the final production runs and work performed to assemble paperwork for billing purposes.
May mentor junior level customer service team members or work on special projects.
Perform other duties assigned within the scope of responsibility and the requirements of the job; may include meaningful special projects if bandwidth allows.