Customer Service Account Manager

RR Donnelley•Hebron, OH

22h•Onsite

About The Position

Coordinate production of printed materials or print-related services for the company’s customers. Maintain positive customer relations through active engagement at all stages of manufacturing, from initial contact through final disposition of the customer’s product. The position may include determining supplies and paper needed for jobs, working with vendors, assisting sales with RFP estimates, and handling composition or copy preparation. Other related duties and special projects may be assigned.

Requirements

High school diploma or equivalent.
At least 5 years of relevant administrative or operational support experience in manufacturing operations or an office environment directly related to the job duties.
Excellent knowledge of the functional area(s) related to the job, 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 programs.
Excellent oral and written communication skills for communicating across departments.
Strong organizational skills and ability to manage deadlines, prioritize workload, and adjust to business needs.
Ability to work weekends and holidays.

Responsibilities

Engage customers to gather job requirements and translate them into detailed manufacturing, kitting, shipping, and postal instructions.
Suggest workflow or process improvements for proposed jobs when appropriate.
Review other Print Production Specialists’ work for completeness and accuracy before production begins.
Enter and verify job instructions in manufacturing systems and queue jobs in the production schedule.
Keep customers informed during production, request information needed for current jobs, and coordinate job changes.
Forward or review proofs with customers and obtain approval of artwork, color separations, ink samples, or other materials as applicable.
Coordinate production of components with other internal plants and external vendors as required.
Coordinate resolution of customer or manufacturing issues, engage appropriate departments to verify issues and determine root causes, and communicate resolutions to customers.
Recommend responses to issues to management when appropriate.
Provide pre-sales support and discuss manufacturing capabilities and requirements with customers when needed.
Monitor jobs through production, confer with manufacturing operations on counts and final runs, and ensure products meet customer requirements and company standards.
Tally final production runs and work performed and assemble paperwork for billing.
Mentor junior-level Print Production staff or work on special projects as needed.
Determine supplies and paper required for jobs and use vendors to supply product components when applicable.
Assist sales with the RFP process by providing estimates and determining efficient job processing methods.
Handle composition and/or copy preparation when applicable.
Perform other related duties and participate in special projects as assigned.