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About the Role
This experienced position focuses on delivering exceptional customer service through timely and accurate document production. The role requires expertise in document handling, software applications, and troubleshooting in a high-volume environment. The Lead Document Production Associate is responsible for the day-to-day production of work for a shift or site, including training junior staff and fostering a proactive service environment.
Responsibilities
- Intake work requests from clients, including clarifying job instructions and negotiating deadlines.
- Complete complex and advanced work requests, assisting with all requests as needed.
- Ensure consistency, accuracy, and quality in work production.
- Exemplify professional expectations when interacting with clients and handling requests.
- Respond to customer inquiries and complaints promptly and professionally.
- Assist the Supervisor or Manager in implementing administrative procedures or systems.
- Communicate regularly with the Supervisor or Manager regarding capacity, response time, and technical issues.
- Maintain adherence to company policies, including conduct, attire, performance, and attendance.
- Ensure focus and coordination between shifts to meet client expectations for quality, timeliness, and service.
- Foster a proactive environment of continuous service enhancement and relationship building with the client.
- Train more junior staff members as needed.
- Collaborate with team members, ensuring open and flexible communication.
- Facilitate regular production and staff meetings.
- Contribute to and attend individual team member meetings for performance management.
- Recommend individual development goals and training to enhance team skill levels.
- Monitor and encourage achievement of team members’ training, performance, and development plans.
- Implement new or revise existing procedures to meet client needs and improve productivity.
- Assign correct priority to work requests based on experience and guidelines.
- Manage or work on multiple projects simultaneously.
- Handle sensitive and/or confidential documents and information.
- Execute the strategy of hands-on customer service.
Requirements
- Bachelor’s degree or equivalent with substitutable years of experience.
- Minimum of 6 years of prior office experience, word processing, or document production experience.
- Expert software application troubleshooting skills.
- Proficiency in using department-specific equipment/technology/software and hardware.
- Ability and desire to learn new software packages.
- Supervisory experience; 1+ years preferred.
- Ability to articulate ideas, motivate the team, and follow policies and procedures.
- Attention to detail with emphasis on accuracy and quality.
- Ability to work in a fast-paced, deadline-driven team environment.
- Ability to prioritize work to balance multiple projects and maintain professional composure.
- Good judgment and organizational skills with sound decision-making ability.
- Solutions-oriented approach with the ability to ask for and follow directions.
- Ability to work both independently and collaboratively as part of a team.
- Ability to assign the correct priority to work requests based on experience and following established guidelines.
- Detail-oriented, able to manage or work on multiple projects simultaneously.
- Understands the concept and can execute the strategy of hands-on customer service.
Skills
- Microsoft Office suite
- MS Office (Word, Excel, PowerPoint)
- Tape and/or audio file transcription
- Computer skills for firm-supported software
- Communication skills
- Interpersonal relationship building skills
- Organizational skills
- Decision-making ability
Location
- North America
- UK
- Europe
- Asia Pacific
Work Type
- 1st Shift
- Full-time
Experience Level
- Experienced
- 1+ years supervisory experience preferred
Education Level
- Bachelor’s degree or equivalent
- MS Office certification desired
Salary/Compensations
- USD 23.51 - USD 33.85 - hourly
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Disability insurance
- 401(k) with company match
- Life insurance
- Voluntary supplemental insurance coverages
- Parental leave
- Adoption assistance
- Tuition assistance
- Employer/partner discounts
About the Company
- Williams Lea by RRD is a global business support services company with over 200 years of experience.
- Specializes in skilled administrative support, document production, presentation design, and marketing and communications services.
- Serves leading companies, particularly within legal, financial, and professional services industries.
- A people-powered organization with thousands of employees globally.
- Helps clients operate more efficiently and effectively.
- Values innovation, authenticity, and integrity.
Equal Opportunity
- RRD is an Equal Opportunity Employer, including disability/veterans.