Customer Service Account Specialist

Company Overview

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the customer journey. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees in 28 countries, RRD delivers creative execution and world‑wide business process consulting to reduce environmental impact.

Location:

Houston, TX. Immediate opening.

Typical hours:
Monday‑Friday, 7:00 am–4:00 pm.

The Customer Service Account Specialist supports the Customer Service Manager and provides high‑level service to customers, meeting their requirements and expectations.

• Engage customers to gather job requirements and translate them into detailed manufacturing/kitting and shipping/postal instructions.
• Make suggestions to customers regarding workflow/process improvements to maximize benefits.
• Provide quality review for other Print Production Specialists, ensuring all information is accurate before production.
• Enter and verify job instructions in manufacturing systems and queue them into the production schedule.
• Provide pre‑sales support, discussing manufacturing capabilities and requirements with customers.
• Mentor junior Print Production staff or work on special projects.
• Compile data on A/C activity: customer feedback, invoice and payment status, production schedule changes.
• Coordinate components with internal plants and external vendors as needed.
• Coordinate resolution of customer or manufacturing issues with customer jobs.
• Engage appropriate departments to verify issues and determine root cause.
• Make recommendations to management on appropriate responses to issues.
• Communicate resolution updates to customers.
• Monitor job progress throughout production and confer with manufacturing operations on counts and final runs; ensure final product meets requirements and standards.
• Tally final production runs and compile paperwork for billing.
• Lead job duties:
  • Ensure needed resources and tools are available for daily assignments.
  • Maintain current knowledge of operating procedures, policies, and directives.
  • Ensure work schedules are covered during approved and unplanned absences.
  • Check work to ensure sequences, procedures, methods, and deadlines are met.
  • Report status, progress, and causes of delays to the supervisor.

• High school diploma or equivalent with 2+ years of relevant administrative/operational support in manufacturing operations, or comparable work experience.
• Must be able to work weekends and holidays as needed.
• Additional education or certification at this level is a plus.
• ERP system experience such as JD Edwards or SAP strongly preferred.
• Google Suite experience preferred.
• Advanced knowledge of technology including MS Office or Mac word processing, spreadsheets, and related software.
• Excellent knowledge of functional areas related to the job.
• Consistently apply applicable policies, procedures, regulations, and program objectives.
• Provide oversight of junior staff or review/audit work for accuracy.
• Excellent oral and written communication skills.
• Strong organizational skills with ability to manage deadlines, prioritize workload, and adjust to business needs.

RRD’s current salary range for this role is $55,700 to $83,600 per year. Salary may be adjusted based on geographic location and other factors. Compensation may include participation in bonus, commission, or incentive programs. RRD offers medical, dental, and vision coverage; paid time off; disability insurance; 401(k) with company match; life insurance; voluntary supplemental coverage; parental leave; adoption assistance; tuition assistance;

and employer/partner discounts.

All employment offers are contingent upon successful completion of a pre‑employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability and veterans.