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About the Role
The Account Supervisor is an independent leader, helping manage the day-to-day people, operations, and client relationship within an account.
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
- Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes
- Resolve issues escalated by the client
- Responsible for employee lifecycle of direct and indirect reports including interviewing, hiring, onboarding, training, professional development, performance management, and off-boarding
- 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
- Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources
- 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
- 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 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
- 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
- Demonstrated experience prioritizing competing priorities under tight deadlines
Skills
- Intermediate Microsoft Office Word and Excel skills
- Basic Microsoft PowerPoint skills
- Prior experience managing vendors preferred
- Basic P&L understanding a plus
- Exceptional communication skills, both written and verbal
- Good attention to detail
Location
- Onsite
Work Type
- Full-time
Experience Level
- 3+ years
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- USD 52500 - USD 76500 - yearly
Benefits
- Medical, dental, and vision coverage
- Paid time off
- Disability insurance
- 401(k) with company match
- Life insurance
- Other voluntary supplemental insurance coverages
- Parental leave
- Adoption assistance
- Tuition assistance
- Employer/partner discounts
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.
- At RRD, we value innovation, authenticity, and integrity.
Equal Opportunity
- RRD is an Equal Opportunity Employer, including disability/veterans