Manager – Client Services, Retail Focus

Role Overview

• Responsible for the account management activities during and after the sale to enable the Sales Representatives to focus on selling activities
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products.
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Work with Sales Representative, Sales Management and Leadership in identifying customer needs and opportunities to secure new business.
• Maintain up to date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives
• May be involved in specific customer projects as assigned by sales management
• Performs other related duties and participates in special projects as assigned
• Primary agent of problem resolution and Customer Service enhancement.
• Work with Customer to manage their print and communication needs
• Partner with Customer to ensure all goals and objectives are met on a project-by-project basis.
• Assist, maintain and manage specifications, quoting process and order entry
• Assist and/or guide staff in the development of custom printing projects: including size, material, and print recommendations and researching new idea element
• Assist in the facilitation of creating prototypes and development of custom print pieces
• Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met
• Work with vendors to ensure SLA's are met and products are received by the customer on time
• Make recommendations to the customer to move print work to other sites/vendors when issues arise
• Provide monthly reports on spend, internal vs. external source, number of projects.

Requirements

• Bachelor degree in discipline related to functional work or role with 8 years of relevant work experience
• Must be able consistently identify critical elements, variables and alternatives to develop solutions
• Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments
• Able to apply expertise in all the tools or applications used to complete work assignments
• Able to mentor junior level team members in the use of tools and/or systems in the position
• Able to explain programs policies and procedures in language that is understood by others
• Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted
• Requires strong understanding of the impact of a message on the organization or customer.

Benefits

• All your information will be kept confidential according to EEO guidelines.
• All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
• RRD is an Equal Opportunity Employer, including disability/veterans.