Customer Service Account Coordinator - job 3 of 3

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 has an immediate opening for a Customer Service Account Coordinator in our Houston, TX facility!! 

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.

TYPICAL HOURS ARE M-F from 7am - 4pm. 

Job Summary

Maintain positive customer relations through active engagement of the customer through all stages of the manufacturing process from initial contact through final disposition of the customer's product.

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.
• May make suggestions to customers regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
• Ensure job instructions are entered and verified in the various manufacturing systems and queued in to the production schedule.
• 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 production of components with other internal plants and/or 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 the appropriate responses to issues that are in the best interest of the customer and the company.
• Communicate with customers regarding the resolution of issues.
• May provide pre-sales support with customers and discuss the manufacturing capabilities and requirements needed to produce a successful job.
• Monitor 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.

• HS diploma or equivalent with 4+ years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job
• Requires excellent knowledge of the functional area(s) related to the job or good knowledge related to a professional field of work.
• 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 be able to work weekends and holidays as needed.
• Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
• Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
• Must have strong organizational skills with the ability to manage deadlines and prioritize workload and make adjustments to meet business needs.

RRD's current salary range for this role is $48,000 to $70,100/ 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.

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RRD is an Equal Opportunity Employer, including disability/veterans