Manager - Customer Service

RR Donnelley-posted 6 days ago
Full-time • Manager
Onsite • Hebron, OH
5,001-10,000 employees
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RRD is looking for a dynamic Manager of Customer Solutions who thrives in a fast-paced environment and is passionate about creating exceptional client experiences through collaboration, strategy, and innovation. This position will require frequent travel to our Lancaster, OH facility. Job Summary The Manager of Customer Solutions is a strategic leadership role responsible for the end-to-end client experience, overseeing and unifying multi-site teams that span Customer Service, Prepress, and Programming. The Manager of Customer Solutions is responsible for communicating with internal and external customers, providing technical and interpersonal growth guidance to team members, and ensuring that all aspects of customer interaction meet or exceed customer and management expectations. Crucially, this role will support and help drive our digital transformation, integrating automated workflows to enhance service delivery for both traditional and programmatic direct mail.

  • Cross-Functional Team Leadership: Directly manage and mentor the Customer Service, Prepress, and Programming Leads across multiple sites (multi-site management). This includes ownership of hiring, performance management, training, and professional development to build a high-performing, integrated team.
  • Operational Governance & Best Practices: Promote and enforce customer service best practices across all functions, including standardized communication, rigorous peer review QC processes, and consistent application of operational procedures.
  • Skill Development & Cross-Site Redundancy: Design and implement cross-site training and best practices to ensure adequate redundancy and capability across the two plants and functions.
  • Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior.
  • Conduct annual performance reviews and ensure career development plans are prepared, communicated, and maintained for all direct reports.
  • Provide feedback to the VP of Operations regarding team or individual issues.
  • Provide general guidance and direction to achieving team goals.
  • Digital Transformation Champion: Support and help drive the digital transformation of our business, specifically focusing on Prepress and Programming workflows.
  • Workflow Automation: Champion the integration of automated preflight, programming, and QC best practices with our two Ohio Direct Marketing (DM) facilities and across our DMG platform to support both automated programmatic direct mail campaigns and existing traditional direct mail program management.
  • Process Improvement: Participate in process improvement initiatives as assigned by the VP of Operations. Recommend changes for business objectives as appropriate to meet the evolving needs of our customers and the facility.
  • Assign workload to team members across Customer Service, Prepress, and Programming accordingly to avoid workflow bottlenecks.
  • Plan for and determine backup coverage for vacations.
  • Provide on-the-job training on new or existing procedures for team members.
  • Perform regular job functions with regard to production as needed to support the team.
  • Attend daily production meetings and relate information to other team members.
  • Represent the organization to customers in a professional and helpful manner.
  • Work directly with customers when appropriate on coordinating needs and resolving problems.
  • Work directly with customers or sales representatives to procure work for the company.
  • Serves as a liaison between the plant and outside services, ensuring consistency with company purchasing procedures.
  • Perform a variety of miscellaneous tasks as required from time to time by management representatives.
  • Bachelor’s Degree Preferred, or 5 years of related experience and/or training; or equivalent combination of education and experience.
  • 5+ years of management or supervisory experience.
  • Prior experience in a manufacturing environment preferred.
  • A thorough background in printing processes and terminology is strongly preferred.
  • Exceptional customer service skills are required.
  • Advanced personal computer skills ability is required in working with Microsoft Office software including E-Mail, Outlook, Word, Excel, Smartsheets, PowerPoint, Access, and the use of Internet Explorer.
  • Google Suite experience is strongly preferred.
  • AI knowledge and experience is a plus.
  • RRD's current salary range for this role is $77,900 to $124,600 / year.
  • The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future.
  • At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location.
  • Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program.
  • RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.
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