What are the responsibilities and job description for the Customer Service Supervisor position at R.R. Donnelley?
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
We are seeking a highly motivated and experienced Customer Experience Supervisor to join our team in Plover, WI.
As a Customer Service Supervisor, you will be accountable for management activities directed at work teams responsible for the completion of customer service tasks for medical kitting. They will be tasked with recommending measures to improve methods, performance, and quality of products or services and suggests changes to the working conditions to increase efficiency and safety.
- Provides leadership, vision, and direction to the Customer Service team.
- Facilitates short and long-range workload planning by effective staffing and resource allocation.
- Conducts resource analysis to determine staffing levels and communicates results to General Manager.
- Provides leadership to develop better methods, improved quality, customer loyalty, high productivity, and lower operating costs.
- Works with the General Manager and cross-functional team to execute tactical customer service plans regarding service distinctiveness, customer loyalty, and sales.
- Maintains visibility within the Customer Service area by performing regular quality assurance gauging and feedback sessions with all Customer Service Representatives.
- Resolves complex customer problems.
- Reviews, monitors, and recommends improvements to Customer Service processes and procedures.
- Enforces company policies, customer process requirements and procedures through the Customer Service team.
- Communicates executes and monitors tactical customer plans to ensure customer satisfaction and that segment goal are met.
- Develops or participates in the preparation of annual budgets and holds others accountable for attaining the budget goals.
- Plans, assign, and reviews work of staff to ensure that group objectives are met.
- Hires, trains, develops, and manages staff to ensure that a qualified staff exists to meet group objectives.
- Performs other related duties and participates in special projects as assigned.
- Strict adherence and support provided to the Customer Service team related to ISO 1345 requirements and customer specific requirements.
Qualifications
Additional Information
The national pay range for this role is $57,700 to $95,000 / 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
Salary : $57,700 - $95,000
