Customer Account Leader

Company Description

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.

Job Description

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

Duties include, but are not limited to:

• Manage appointed customers and their requirements, as the main point of contact.
• Lead Business Reviews and report KPI's
• Assist cross-functional team to establish priorities that align to provide on-time delivery of orders and a manageable workflow.
• Provide full account management for all aspects of agreed service levels to include, production planning, reporting, shipping, quality and delivery.
• Oversee the administrative processes to support customer requirements such as reporting.
• Interface cross-functional team to ensure accurate and up to date information is available at all times per customer demand/forecast.
• Ensure customer satisfaction by developing and implementing day-to-day operational practices and procedures to enhance the smooth and timely processing of customer orders.
• Provide proactive and informative feedback on issues or situations that affect customer support and satisfaction.
• Act as a customer advocate within the facility, ensuring all employees supporting the account needs have a complete understanding of the account requirements; swiftly act to address any concerns and misunderstandings in a kind and professional manner.
• Monitor daily production activity and take appropriate action to ensure service commitments are met and customers kept informed of the status of their orders.
• Develop and maintain metrics in support of key performance indicators.
• Provide and communicate weekly, monthly, quarterly reports to reflect service attainment, customer satisfaction levels, and all other applicable criteria.
• Identify additional value added opportunities to meet and exceed Customer satisfaction.
• Perform other duties assigned by leadership representatives within the scope of responsibility and the requirements of the job.

Qualifications

• High School Diploma or equivalent.
• Associate's Degree is preferred.
• Minimum of three (3) years relevant account support experience in a manufacturing or office environment directly related to the duties of the job.
• Advanced knowledge of technology to include computers and software programs such as Google Docs, Excel, experience with ERP systems (JDEdwards) is a plus.
• Must have excellent oral and written communication skills to communicate effectively across departments.
• Must have strong organizational skills with ability to manage customer commitments and prioritize workload and make adjustment to meet business needs.
• Experience working in an ISO 1345 FDA accredited facility is preferred.

Additional Information

Disclosure Statement:

The national pay range for this role is $48,400 to $79,500 annually. 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 may also include participation in a bonus, commission or incentive program. 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.

RRD is an Equal Opportunity Employer, including disability/veterans