Senior Account Specialist

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

Please note that this role entails occasional in-office presence.

 

The Account Specialist position will be a combination of remote working and on site with the customer in Richmond, VA. As an Account Specialist, you will be the key liaison between our client and our offsite Creative/Production team. You will be expected to manage projects including scheduling, obtaining job detail information, job tracking, invoicing and must be proactive, quick thinking, a problem solver and ultra-organized, ensuring account satisfaction and service excellence.

The Account Specialist will project manage the day-to-day execution and optimization of Creative Services projects -determining goals and coordinating projects while collaborating with the customer. This includes resolving and escalating issues and barriers.

Primary responsibilities include client facing, enriching the customer experience with RRD through service, a positive attitude, a sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence.

Responsibilities:

• Act as primary liaison between client, appropriate internal key stakeholders and production teams.
• Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
• Effectively manage multiple timelines and projects at various stages of a project life cycle.
• Applies broad knowledge of workflows, digital asset management, problem solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high volume or high-profile customer accounts, with minimal supervision.
• Applies analytic problem solving related to the ingestion of client supplied data into existing templates.
• Lead day-to-day management and optimization of projects, entering specifications using job management software, and ensuring proper priority is given to each job to meet client expectations.
• Attend and set relevant client meetings, production, and project management status calls bringing in appropriate resources from Creative Services as needed.
• Provides pre-production services and performs order management processes such as communicating job specific information, entering of order into production and preparation of timely and accurate job instructions to meet customer expectations. Applies understanding of customer’s business needs to establish solid customer relationships and facilitate problem-solving.
• Establishes and promotes excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
• Maintains contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
• Responsible for customer retention and customer loyalty.
• Facilitates the resolution of production-related problems in a timely manner and elevates appropriately when necessary.
• Identifies and facilitates opportunities for continuous improvement in the product, process and service.
• Monitor the page production services and communicate performance to the customer. He or she will also notify the customer when pages and proofing cycles exceed the agreed limits.
• Background in the pre-media and/or print industry preferred.
• Excellent Mac computer skills; ability to learn new programs, and ability to provide basic troubleshooting.
• Responsible for working normal office hours, with the occasional need to work after hours to meet deadlines.

Qualifications

• Bachelor’s degree in a related field or equivalent working experience.
• 5+ years of experience in project management or comparable experience with progressively expanding responsibilities.

Skills & Certifications:

• Must be proactive, collaborative, driven and seek excellence in execution of tasks.
• Experience in utilizing continuous improvement tools to create and track metrics.
• Complete understanding of the “Big Picture” which allows the individual to problem-solve, analyze potential solutions and use sound judgment to make good business decisions.
• Ability to interpret and understand clients’ expectations and guide the production team.
• Strong project management skills, organizational skills and time-management skills.
• Proven track record with strong and effective client relationships and solution delivery.
• Superior presentation and communication skills, both written and verbal, with the ability to listen for understanding.
• Ability to manage multiple projects at one time in a dynamic environment.
• Excellent interpersonal skills; experience and ability to work with cross-functional teams, internally and client-side.
• Ability to anticipate needs on behalf of the client, not only to serve the client but also increase volume and profitability.
• Knowledge of administrative software, including Microsoft Office (Excel, Word, PowerPoint); basic working knowledge of design or development skills/software (Adobe Creative Suite, including InDesign, Illustrator, Photoshop, and Acrobat) a plus but not required.
• Must have the ability to work independently and manage high volumes of information during high-stress situations.
• Background in the premedia and/or print industry preferred but not required .
• Excellent Mac computer skills; ability to learn new programs and platforms, and ability to
• provide basic troubleshooting.

Additional Information

RRD's current salary range for this role is $74,000 to $115,500/ 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

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.