Customer Service Account Specialist

Customer Service Account Specialist

RRD has an immediate opening for a Customer Service Account Specialist in our Houston, TX facility!! TYPICAL HOURS ARE M-F from 7am - 4pm.

Position Summary

The goal of the position is to support the Customer Service Manager and thereby provide the customer with a level of service and support which meets customer requirements and expectations.

Responsibilities

• 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.
• Provide quality review for other Print Production Specialists 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 mentor junior level Print Production staff or work on special projects.
• Compile data regarding A/C activity such as Customer Feedback, Invoice and Payment Status, changes to Production Schedule and Forecast from customer.
• Coordinate components with internal plants and 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 appropriate responses 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.
• Lead job duties
  • Ensure that needed resources and tools are available to complete daily work assignments.
  • Maintain current knowledge of all operating procedures, policies, written instructions, and other directives.
  • Ensure that work schedules will be covered during approved absences and unplanned absences.
  • May check work to ensure work sequences, procedures, methods, and deadlines have been met.
  • Report to the supervisor on the status and progress of work and causes of work delays.

Qualifications

• HS Diploma or equivalent with 2+ years of relevant administrative/operational support in manufacturing operations OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.
• Must be able to work weekends and holidays as needed.
• May possess additional education certification in this level.
• ERP system experience such as JD Edwards or SAP strongly preferred.
• Google Suite experience preferred but not required.
• Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets, or other programs specific to the job in order to complete job duties successfully.
• Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
• 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.
• 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.

Additional Information

RRD's current salary range for this role is $55,700 to $83,600 / 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.

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