Senior Account Specialist

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.

The Account Specialist position will be a combination of remote working and on site with the customer in Richmond, VA. As an Account Specialist, you will be the key liaison between our client and our offsite Creative/Production team. You will be expected to manage projects including scheduling, obtaining job detail information, job tracking, invoicing and must be proactive, quick thinking, a problem solver and ultra-organized, ensuring account satisfaction and service excellence.

The Account Specialist will project manage the day-to-day execution and optimization of Creative Services projects
-determining goals and coordinating projects while collaborating with the customer. This includes resolving and escalating issues and barriers. Primary responsibilities include client facing, enriching the customer experience with RRD through service, a positive attitude, a sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence.

• Act as primary liaison between client, appropriate internal key stakeholders and production teams.
• Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
• Effectively manage multiple timelines and projects at various stages of a project life cycle.
• Applies broad knowledge of workflows, digital asset management, problem solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high volume or high-profile customer accounts, with minimal supervision.
• Applies analytic problem solving related to the ingestion of client supplied data into existing templates.
• Lead day-to-day management and optimization of projects, entering specifications using job management software, and ensuring proper priority is given to each job to meet client expectations.
• Attend and set relevant client meetings, production, and project management status calls bringing in appropriate resources from Creative Services as needed.
• Provides pre-production services and performs order management processes such as communicating job specific information, entering of order into production and preparation of timely and accurate job instructions to meet customer expectations. Applies understanding of customer’s business needs to establish solid customer relationships and facilitate problem-solving.
• Establishes and promotes excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
• Maintains contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
• Responsible for customer retention and customer loyalty.
• Facilitates the resolution of production-related problems in a timely manner and elevates appropriately when necessary.
• Identifies and facilitates opportunities for continuous improvement in the product, process and service.
• Monitor the page production services and communicate performance to the customer. He or she will also notify the customer when pages…