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RR Donnelley Manager, Customer Service in Kent, Washington

Manager, Customer Service 

Customer Service

Kent, WA

ID: 50952


Provides direction, support and technical knowledge to direct reports for the functional areas of Planning, Order Entry, Procurement, and Pricing/Technical areas relating to site Customer Service. Directs these operations so as to attain objectives and satisfy our customers. Constantly interacts with sales, customers, and suppliers. Responsible for maintaining budget targets in errors, production supplies, materials and labor.

  • Directs the production of products and customer satisfaction of the Company at the most economical costs consistent with prescribed quality, accuracy, safety and performance standards. Operates and manages so as to meet scheduled delivery dates with a minimum work-in-process time consistent with proper utilization of facilities.

  • Acts as a liaison between customers and the Company for establishing schedules and delivery of product to the customers.

  • Participates in the planning and preparation of the Strategic Business Plan. Develops/reviews/enforces budgets and relative issues.

  • Works with sales to support the acquiring of new business, expanding existing business and improving client satisfaction. May host sales/customers/supplier visits in-house. May travel to customer/other locations.

  • Develops on-going customer relationships and acts as an escalation point for key concerns and customer issues.

  • Ensures adequate resources and skill sets exist to support current and future projects. Establishes common processes, procedures and training for all positions within Customer Service. Works with divisional counterparts to ensure best practices are being followed.

  • Facilitates, develops and supports team participation and activity in all operations. Promotes the teamwork concept through association.

  • Attends all meetings, conducts monthly staff meetings, and provides staff training appropriate.

  • May acts as the primary contact for sales and marketing on future business, new products, and customer strategic direction.

  • May make on-site visits to customers and/or other locations to assist sales/manufacturing in resolving customer problems or provide solutions that aid in the selling or manufacturing of label.

  • Adheres to and promotes all safety policies and procedures including, but not limited to the proper handling of hazardous waste, lock out - tag out rules and hearing and eye protection policies.

  • Performs other related duties and participates in special projects as assigned.

  • It is the responsibility of all employees to follow the requirements of their documented process as defined in the ISO Quality Manual.

  • Other duties as assigned.

    RRD is an EEO/AA including Vets and Disabled Employer

    Required Experience

  • Requires a Bachelor’s Degree or equivalent experience in a client-focused, project or product management environment, preferably in a printing or packaging industry.

  • Previous experience in the operation of a printing press or work in a printing environment a plus.

  • Ability to lead multi-functional groups, motivate, train and evaluate staff, and manage customer reporting on progress, costs, etc.

  • Must have a complete understanding of process design and analysis and organizational planning.

  • Must be self-motivated and driven individual who is willing to take the initiative. Must be a leader and believe in strong commitment to values.

  • Must have 2-5 years demonstrated ability to supervise others.

  • Good computer skills (MS Word, Excel, PowerPoint, e-mail and production reporting experience).

  • Must be able to work independently and/or as part of a team.

  • Must be able to work any hours, including weekends, as needed to get the job done.