Customer Service Account Specialist - job 1 of 3

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.

RRD has an immediate opening for a Customer Service Account Specialist to join our team in Houston! 

TYPICAL HOURS ARE M-F 7am-4pm

Position Summary

The Customer Account Leader establishes and coordinates all customer service functions for their assigned account with oversight from the Customer Service Supervisor/Manager.  They are the primary gatekeeper for the customer and manage each accounts needs from beginning to end, working with a cross-functional team that often includes Purchasing, Operations and Quality.

Responsibilities

• Engage customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping instructions for the disposition of the customers’ products.
• Monitor the progress of job throughout production, confer with manufacturing operations on counts and final runs, ensure the final product meets the customer requirements and company standards.
• Monitor daily production activity and take appropriate action to ensure service commitments are met and customers are kept informed of the status of their orders.
• 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.
• Develop and maintain metrics in support of key performance indicators (KPI’s).
• Provide and communicate weekly, monthly, quarterly reports to reflect service attainment, customer satisfaction levels, and all other applicable criteria.
• Compile data regarding A/C activity such as customer feedback, invoice and payment status, changes to production schedule and forecast from customer.

• Ensure job instructions are entered and verified in the various manufacturing systems and queued into the production schedule.
• Provide quality review for others on the team to ensure all information is accounted for and accurate before the commencement of production.
• May make recommendations to management on the appropriate response to issues that are in the best interest of the customer and RRD.
• Engage appropriate departments to verity the issue and determine that root cause.
• Ensure customer satisfaction by developing and implementing day-to-day operational practices to enhance the smooth and timely processing of customer orders.
• May mentor junior level staff or work on special projects.
• May assist sales in the RFP process by supplying estimates and determining how to efficiently process a complete job.
• Perform other duties assigned by leadership representatives within the scope of responsibility and the requirements of the job.

• High School Diploma or equivalent.
• Associate’s degree is preferred.
• 8+ years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job
• Experience working in a Supply Chain, Logistics or Distribution site is strongly preferred.
• Must have previous relevant customer-facing account support experience in a manufacturing or office environment.
• Experience working in an ISO 1345 FDA accredited facility is preferred. 
• Advanced knowledge of technology to include computers and software programs such as Google Docs, Excel, experience with ERP systems (JDEdwards) is a plus.
• May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
• Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
• Must have strong organizational skills with ability to manage deadlines, prioritize workload, and make adjustment to meet business needs.
• Must be able to work weekends and holidays as needed.

RRD's current salary range for this role is $55,100 to $82,700 / 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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RRD is an Equal Opportunity Employer, including disability/veterans