Job Description

The Strategic Account Coordinator serves as the direct liaison between the client, sales, and production facilities, ensuring timely and accurate production of the client's program(s). Serves as the primary point of contact for mid to large-size clients, focusing on the execution of client programs in order to achieve the objectives of the service agreement in compliance with client expectations, company policies, quality, and profit requirements. May coordinate activities on major transactional or strategic accounts.

Responsibilities:

• Applies knowledge of client's business requirements to execute successful print/direct mail programs
• Engages clients to gather job specifications and translates their requirements into detailed manufacturing and shipping/postal instructions for the disposition of the client's products.
• Reviews client requirements for adherence to platform capabilities.
• Accurately communicates client requirements to internal or external production/service providers.
• Confer with clients throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs, and coordinate changes to jobs.
• Troubleshoots specifications and enters orders into production, coordinates the receipt of raw and supplied materials and modifies order instructions for manufacturing as needed for flawless execution.
• As needed, may design, implement, and manage the pricing functions for the account
• Acts as a communication link between external clients and all internal departments and as a primary point of contact on small and mid-size accounts and/or primary execution-focused contact on large, complex strategic accounts.
• Manages and develops relationships with client contacts in order to facilitate a positive experience in the execution of programs and recovery activities.
• Expected to provide recommendations that bolster improved quality, client satisfaction, increased productivity, and lower operating costs.
• Maintains knowledge of market conditions, pricing, and competitive activity
• Creates/develops process documentation, workflows, and job aids for internal and external purposes
• May manage production against forecast via MRP and/or client inventory item maintenance in applicable systems, producing and analyzing reports.
• As needed, may provide data entry responsibilities and set up new items.
• May review the quality of the work for other client care staff to ensure all information is accounted for and accurate before execution
• Performs other related duties and participates in special projects as assigned.
• May train and mentor other client care staff members
• Maintains current knowledge of all operating procedures, policies, written instructions, and other directives
• Leads medium to large accounts Corrective Action process on behalf of sales/client including investigative root cause and actionable improvements.
• May assist with the Corrective Action process on strategic accounts.
• Serves as a lead customer service professional on behalf of the customer and internal RRD stakeholders, participating in or leading client meetings or client business reviews
• Facilitates the resolution of production-related problems and conducts appropriate service recovery processes
• Assists in the facilitation of creating prototypes and development of custom print pieces.
• As needed, may travel to or work at the client site, production facility, or other sites as required and attends press check with the client.
• Manages the production process from order entry until final delivery and invoicing of client's product, ensuring client requirements are met to ensure completeness.
• Maintains active communication with and provide job status updates to customer, sales, and manufacturing as needed.
• Ensures that work responsibilities will be covered during approved absences and unplanned absences, including by providing written and verbal status updates to backup.
• Assists Sales in developing Business Review Presentations and may participate in the review.
• Must be able to work remotely with minimal supervision
• Mentor junior-level team members in the use of tools and/or systems in the position as needed.
• May be required to work occasional weekends and holidays as needed

Qualifications

• Bachelor's degree in a discipline related to functional work or role or commensurate business experience
• 5 years of relevant work experience
• Excellent oral and written communication and presentation skills to communicate effectively with clients and across departments to influence decision making
• Excellent knowledge of computers, MS Office, MS Office, Google Drive/Chrome.
• Ability to make presentations and quickly learn new programs and multiple functional areas of the business specific to the job.
• Excellent working knowledge of the functional area(s) and good knowledge of primary tools or applications used on the job.
• Ability to follow company policy and understand any rules or regulations governing the work being completed and the impact work has on the department or company.
• Must have strong organizational skills with the ability to manage deadlines and prioritize workload and make adjustments to meet business needs.
• Very good ability to proactively listen to others to understand issues and situations and handle conflicts in a professional manner.
• Excellent critical and analytical thinking skills in order to manage complex programs and solutions.
• Must be a team player and able to successfully partner with other team members to execute processes and programs on behalf of the client.

Additional Information

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

The national pay range for this role is $51,900 to $91,500 / 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