Client Service Professional - Retail Focus

About the role

Provide post-sales customer contact for inbound order fulfillment of print and print-related services and/or kitting. Execute print, kitting, and distribution orders from customers received through online systems or direct contact.

Responsibilities

• Serve as lead service professional on behalf of customers and internal RRD stakeholders, participating or leading client meetings or business reviews.
• Provide support to sales and customers by responding to inquiries and requests through various communication modes.
• Handle customer concerns and issues (e.g., dispute management, invoice reconciliation) in a timely manner.
• Provide proof of delivery and order status upon request.
• Engage internal and external customers to gather job requirements and translate them into detailed manufacturing, kitting, and shipping instructions for standard and complex products.
• Lead efforts to create process documentation, workflows, and job aids for internal and external use.
• Suggest workflow or process improvements to maximize benefits for both the customer and the company.
• Perform quality reviews of your own work and that of other client care staff to ensure accuracy before production.
• Process orders and change notices, including obtaining delivery commitments and special freight quotes, ensuring job instructions (including pricing) are verified in manufacturing systems.
• Perform pricing and generate quotes; verify composition or perform copy prep as needed for order processing.
• Manage client inventory item maintenance in applicable systems, producing and analyzing reports.
• Coordinate corrections and changes during work-in-process through written or verbal instructions.
• Train and mentor other client care staff members.
• Lead the Corrective Action process, including root cause investigation and actionable improvements.
• Make recommendations to management regarding appropriate responses to issues in the best interest of the customer and company.
• Perform data entry, set up new items, and manage current inventories.
• Act as a communication link between external customers and all internal departments.
• Perform other related duties and participate in special projects as assigned.

Requirements

• High School diploma or equivalent with 3+ years of relevant administrative or operational support in manufacturing operations or an office environment.
• May possess additional education certification relevant to the role.
• Excellent knowledge of functional areas related to the job or a professional field of work.
• Ability to consistently apply policies, procedures, regulations, and program objectives.
• May provide oversight of junior staff and/or review/audit work for accuracy.
• Advanced knowledge of technology, including computers and software programs such as MS Office or Mac applications.
• Excellent oral and written communication skills to collaborate effectively across departments.
• Strong organizational skills with the ability to manage deadlines, prioritize workload, and adjust to meet business needs.
• Ability to work weekends and holidays.

Pay

The national pay range for this role is $39,100 to $54,700 per year. The pay range may vary based on geographic location, education, skills, experience, proficiency, performance, shift, and location.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Tuition assistance.
• Maternity leave and adoption assistance.
• Employer and partner discounts.