Customer Service Supervisor

• 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.

Accountable for management activities directed at work teams responsible for the completion of assignments and production of print products or services. Review daily/weekly/monthly production requirements and develop work plans for the teams supervised. Review productivity and output of teams and review result for completion. Recommend measures to improve methods, performance, and quality of products or services and suggests changes to the working conditions to increase efficiency and safety. Provide counsel to employees in their effort to accomplish the assignments, communicate desired end results, and the steps necessary to achieve goals.

Responsibilities:

• Provides leadership, vision, and direction to the Customer Care Representatives for a plant.
• Facilitates short and long-range workload planning by effective staffing and resource allocation.
• Conducts resource analysis to determine staffing levels and communicates results to Customer Care Manager.
• Provides leadership to develop better methods, improved quality, customer loyalty, high productivity, and lower operating costs.
• Works with the Manager, Customer Care, and sales to execute tactical customer care plans regarding service distinctiveness, customer loyalty, and sales.
• Maintains visibility within the Customer Care area by performing regular quality assurance gauging and feedback sessions with all Customer Care Representatives.
• Resolves complex customer problems.
• Reviews, monitors, and recommends improvements to Customer Care processes and procedures.
• Enforces these policies and procedures through the Customer Care Representatives.
• Communicates executes and monitors tactical customer plans to ensure customer satisfaction and that segment goal are met.
• Develops or participates in the preparation of annual budgets and holds others accountable for attaining the budget goals.
• Plans, assign, and reviews work of staff to ensure that group objectives are met.
• Hires, trains, develops, and manages staff to ensure that a qualified staff exists to meet group objectives.
• Performs other related duties and participates in special projects as assigned.

• 4+ years of related experience and/or training; or equivalent combination of education and experience.
• Bachelors degree preferred
• The position also requires a thorough background in printing processes and terminology.
• Advanced personal computer skills ability is required in working with Microsoft Office software including E-Mail, Outlook, Word, Excel, PowerPoint, Access, and the use of Internet Explorer.

The pay range for this role is $73,200 - $114,300/year. The actual rate of pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift, and location.

All your information will be kept confidential according to EEO guidelines.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans