Client Services Team Lead

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.

Although this position can be remote, there should be an expectation that it may be hybrid in the future.

• Ensure the health of account(s) through meeting contract SLAs, Job Aids, Quality Reviews, and other work instruction tools
• Develop and oversee team staffing schedules including vacation time and overtime to balance workloads and ensure SLAs are achieved.
• Supervise daily activities/project workloads of the Client Services Team.
• Approve temporary employee hours and approve contract invoices.
• Train and mentor team members, continual coaching, and progress check-ins.
• Participate in the periodic performance reviews of direct reports
• Provide requested customer-facing metrics reports as requested from the existing reports suite, customizing where necessary.
• Work with the customer to facilitate prototypes and offer creative solutions that support print sourcing.
• Provide print procurement and coordination of all sales/marketing/promotion print and print-related collateral for the customer
• Coordinate efforts with the customer's marketing group to gather all of the print requirements and data files for current and anticipated projects.
• Provide guidance to the customer regarding the print manufacturing process and the various requirements needed to efficiently (cost and time) produce print and print-related collateral.
• Source external vendors including RR Donnelley to produce print collateral.
• Build a network of print outsourcers to use for print projects.
• Submit RFP/RFQ requests to vendors and make recommendations to the customer on which providers will meet the needs for quality and delivery for print campaigns.
• Oversee the entire print lifecycle for ongoing projects from the initial requirements gathering, vendor selection, and coordination with manufacturing, to the final delivery of products.
• Work with vendors to ensure SLAs are met and the customer receives products on time.
• Make recommendations to the customer to move print work to other sites/vendors when issues arise.
• You will be responsible for recruiting, training, and developing employees to ensure the quality and timely output of products and services.
• You will be expected to administer company policies & procedures.
• In conjunction with the Supervisor or Manager, You will participate in performance reviews and counsel employees as needed.
• This may include providing action plans to employees to improve performance.
• Performs other related duties and participates in special projects as assigned.

• High School or GED with at least 5 years of relevant experience
• Able to demonstrate the ability to solve tasks or problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job.
• Must be able to recognize anomalies and critical situations and respond appropriately or engage leadership.
• Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at the level of detail required to resolve issues or engage leadership.
• Able to apply strong functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments.
• May require knowledge of or ability to quickly learn specialized software to complete work assignments.
• Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
• Requires very good communication skills with the ability to state messages in a clear manner by using language that is easy for others to understand.
• Must be able to listen to others to understand issues and situations proactively.
• Must be able to clearly articulate business needs to both internal and external customers.
• Must be able to work in high production fast-paced environment
• Strong organizational skills, proficient in managing multiple tasks concurrently
• Self Starter and an ability to think outside of the box
• Ability to work in a team environment
• Must be a highly motivated individual with the ability to offer solutions as well as solicit feedback in a high-production start-up environment
• Ability to handle conflict in a professional manner
• Occasional travel may be required.

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

The national pay range for this role is $51,400 to $76,500 / 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 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