Customer Service Account Coordinator - job 3 of 3

The Customer Service Account Coordinator at RRD plays a crucial role in maintaining customer relations by actively engaging clients throughout the manufacturing process. Responsibilities include gathering job requirements, translating them into manufacturing instructions, and ensuring jobs are queued for production. Additionally, you will update clients on job statuses, coordinate with departments for issue resolution, and provide pre-sales support, making this role vital for customer satisfaction.

To excel as a Customer Service Account Coordinator at RRD, candidates should have a high school diploma or equivalent and at least 4 years of administrative or operational experience in manufacturing. Familiarity with ERP systems like JD Edwards or SAP is preferred, along with excellent communication and organizational skills to effectively manage customer interactions and deadlines.

The Customer Service Account Coordinator at RRD operates on a schedule from Monday to Friday, 7 am to 4 pm. This structure allows for a consistent work-life balance, while also providing the flexibility to work weekends or holidays if necessary to meet customer demands and project deadlines.

At RRD, professional development is a priority. As a Customer Service Account Coordinator, you will have access to resources such as training programs, tuition assistance, and potential advancement opportunities within the company. This empowers you to not only enhance your skills in your current position but also prepare for future roles in the organization.

RRD offers a comprehensive benefits package to Customer Service Account Coordinators, which includes medical, dental, and vision coverage, paid time off, and a 401(k) plan with company matching. Additional perks such as life insurance, disability insurance, parental leave, and tuition assistance further enhance the overall employment experience at RRD.

When faced with customer complaints, it's essential to maintain a calm demeanor, listen actively to the customer's concerns, and assure them that their issue will be addressed promptly. Explain the steps that will be taken to resolve the problem while communicating transparently throughout the process to foster trust and confidence.

To effectively prioritize tasks, I assess the urgency and importance of each request. I maintain an organized system, whether through digital tools or to-do lists, to track deadlines. Open communication with customers regarding timelines also plays a key role in managing expectations.

In my previous role, I regularly interacted with clients to gather their specifications for products. I would take diligent notes and create clear, detailed instructions for the manufacturing team, ensuring that every aspect matched the customer’s vision. Collaborating with the manufacturing team was critical to achieving this.

Effective communication is crucial in supporting customer needs. I ensure that I reach out regularly to other departments, whether through meetings or shared digital platforms, to relay customer feedback and updates. Establishing strong interdepartmental relationships helps streamline processes and resolve issues efficiently.

Customer feedback is essential for continuous improvement. I actively seek feedback after job completion to understand what went well and what could be enhanced. This information helps in refining future processes and ensuring that we consistently meet or exceed customer expectations.

In my past roles, I have worked extensively with ERP systems to manage and track customer orders, ensuring that all information is entered correctly and promptly. This experience has taught me how to leverage such systems to improve workflow efficiency and enhance data accuracy.

When suggesting workflow improvements, it’s critical to base ideas on data and feedback from team members. I would analyze the current processes, identify bottlenecks, and propose practical solutions. Collaborating with colleagues for their insights enhances the overall effectiveness of these recommendations.

My strong background in customer service and operational support in manufacturing uniquely positions me for this role. I am passionate about fostering excellent relationships with customers while ensuring that their needs are met. My attention to detail and proactive approach to problem-solving also contribute to an ideal fit for RRD.

In a previous role, I worked with a prospective client who had complex needs for a product launch. I facilitated pre-sales support by discussing our manufacturing capabilities in detail, helping them understand our process. By addressing their needs early, we successfully secured their business and delivered on our promises.

Managing customer expectations requires clear, honest communication. I always aim to set realistic timelines and deliverables right from the start. Keeping customers informed throughout the entire process and being transparent about any challenges ensures trust and satisfaction in our services.