Account Supervisor

About the Position

We are seeking an Account Supervisor to manage client relationships and operations for our marketing services company. Overseeing contracted operations and ensuring client satisfaction.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• Manage relationships with clients by ensuring a high level of customer satisfaction
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
• Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
• Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
• Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• Create and distribute monthly invoice, ensuring it meets contractual requirements
• Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
• Solicit feedback from clients (client outreach) regularly
• Foster cross-training and a sense of teamwork to optimize client service delivery
• Educate clients regarding Williams Lea services already providing and those available through a strong sense of the client’s business and the impact our services may have on their success
• Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
• Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.
• Be able to lift up-to 50 lbs. on a regular basis.
• Adhere to Williams Lea policies in addition to client site policies

Requirements

• Bachelor’s degree or equivalent experience
• 3 or more years’ proven experience in a customer service environment, legal or financial services industries preferred
• 3 or more years’ experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
• Understanding of USPS regulations
• Understanding of reprographics equipment and usage
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft Office PowerPoint skills
• Prior experience managing vendors preferred
• Basic P&L understanding a plus
• Demonstrated experience prioritizing competing priorities under tight deadlines
• Exceptional communication skills, both written and verbal
• Good attention to detail

We Offer

• Competitive salary range: USD 52,500 - USD 76,500 per year
• Comprehensive benefits package including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance, parental leave, adoption assistance, tuition assistance, and employer/partner discounts
• Full-time position
• On-site work location

About the Company

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

RRD is an Equal Opportunity Employer, including disability/veterans. We value innovation, authenticity, and integrity. All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.