Customer Service Team Lead (Print Industry) - RR Donnelley

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 is seeking a Customer Service Team Lead for our Chanhassen facility!! 

Job Summary

The ideal candidate will lead an assigned team to plan and coordinate projects/production, strategic customer plans. He/She may act as a liaison and support for inter-company work into the facility, including contact with sales and/or clients as needed. In addition, they will have direct responsibilities to coordinate production of printed materials, or print related services for the company’s customers.

Responsibilities 

• Engage customers to gather job requirements and translate customer requirements in to detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of the customers’ products. 
• Provide quality review for other Print Production Specialists to ensure all information is accounted for and accurate before commencement of production.
• Ensure job instructions are entered and verified in the various manufacturing systems and queued in to the production schedule.
• May assist sales with pricing/scheduling of potential business by referring to price sheets and engaging appropriate operations departments.
• Confer with customers throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs and coordinate changes to jobs.
• May forward/review proofs with customer, obtain approval of materials, such as artwork, color separations, or ink samples.
• Coordinate components with internal plants and external vendors as required.
• Engage appropriate departments to verify the issue and determine the root case.
• May make recommendations to management on appropriate response to issues that are in the best interest of the customer and the company. 
• Tally the final production runs and work performed to assemble paperwork for billing purposes.
• May mentor junior level Print Production staff or work on special projects.
• Business Unit/Platform Specific duties
  • May have responsibility for determining the supplies and paper needed for jobs including the use of vendors to supply component of the customer product.
  • May assist sales in the RFP process supplying estimates and determining how to efficiently process a complete job.
  • May have responsibility for the composition and/or copy prep of the customers’ products.
  • Performs other related duties and participates in special projects as assigned.
• 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 status and progress of work and causes of work delays.
  • Answer questions of the supervisor on overall work operations and problems.
  • The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; as necessitated by business demands.

Equivalent with 6+ years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.

• May possess additional education certification in this level.
• Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
• Ability to provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
• Must be able to work weekends and holidays.
• Must have advanced knowledge of technology to include 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.
• 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 and prioritize workload and make adjustment to meet business needs.
• Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.

The national pay range for this role is $61,600 to $101,200 / year. The pay range
may be slightly lower or higher based on the geographic location of the hired
employee. The actual pay offered may vary based upon, but not limited to:
education, skills, experience, proficiency, performance, shift and location. In
addition to base salary, depending on the role, the total compensation package.
RRD offers benefits including medical, dental, and vision coverage, paid time off,
disability insurance, 401(k) with match, life insurance and other voluntary
supplemental insurance coverages, plus tuition assistance, maternity leave,
adoption assistance, and employer/partner discounts.

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RRD is an Equal Opportunity Employer, including disability/veterans