Manager - Customer Service Job at RR Donnelley in Wilson

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 incumbent is responsible for delegating and monitoring the day-to-day activities of the customer service team; promoting a balanced workflow and job coverage, as well as communicating with internal and external customers, providing technical and interpersonal growth guidance to the team members, and ensuring that all aspects of customer service meet/exceed customers and management expectations.

Responsibilities:

• Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior in all that is said and done.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and appropriately maintained for all direct reports.
• Support all employment-related policies and procedures including the company's Affirmative Action Plan.
• Recommend changes for business objectives as appropriate to meet the needs of our customers and the facility.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relates information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs accordingly to avoid workflow bottlenecks.
• Check inventory levels for key clients and share with Plant Leader and operations team.
• Have weekly meetings with Regional Sales teams to review jobs, issues and new opportunities for the Plant.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands-on support to the team members.
• Provide general guidance and direction to achieving team goals.
• Represent the organization to customers in a professional and helpful manner.
• Work directly with customers when appropriate on coordinating needs and resolving problems.
• Works directly with customers or sales representatives to procure work for the company.
• Serves as a liaison between the plant and outside services. Ensure consistency with company purchasing procedures.
• Communicate and share information on workflow, skill sets, and processes with other teams.
• Participate in process improvement initiatives as assigned by the Site Manager.
• Perform a variety of miscellaneous tasks as required from time to time by management representatives.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience 
• 5 or more years of experience in managing/supervising a team required
• Advanced personal computer skills ability is required in working with Microsoft Office software including E-Mail, Outlook, Word, Excel, PowerPoint, Access, and the use of Internet Explorer.

Additional Information

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

The national pay range for this role is $68,600 to $112,900 / 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