Account Supervisor

RR Donnelley & Sons; New York (NY); On-site; USD 53,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with company match

Life insurance

Disability insurance

Paid time off

Parental leave

Tuition assistance

Employee discounts

Job summary

RR Donnelley & Sons is seeking an Account Supervisor in New York to independently lead day-to-day operations, manage client relationships, and drive service quality within contracted accounts.

The role requires experience in customer service and office support, strong communication, and the ability to manage workflows and staffing while upholding SLAs and policies.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years in customer service environment (legal or financial services preferred).
• 3+ years in office support including admin, facilities, hospitality, reception, reprographics and mailroom.
• Understanding of USPS regulations.
• Understanding of reprographics equipment and usage.
• Intermediate MS Word and Excel skills.
• Basic PowerPoint skills.
• Prior experience managing vendors.
• 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.

Responsibilities

• Oversee contracted operation to meet contract and client needs while addressing needs of employees.
• Manage relationships with clients by ensuring high customer satisfaction.
• Establish, execute, and sustain quality service delivery through SOPs, account planning, and metrics to ensure client satisfaction and employee performance.
• Drive continuous improvement; inform client and manager of significant issues and proposed solutions.
• Responsible for employee lifecycle of direct and indirect reports including interviewing, hiring, onboarding, training, performance management, and development.
• Ensure reports comply with company and client policies and SLAs.
• Engage in regular communication with employees and hold team/1:1 meetings to discuss expectations and progress.
• Manage staffing and workflow volumes; allocate staffing by shift or service line.
• Create and distribute monthly invoices; present monthly CSR and discuss process improvements.
• Solicit feedback from clients regularly and foster cross-training for better service delivery.
• Educate clients about Williams Lea services and potential opportunities.
• Identify opportunities for account growth and new services; escalate to manager as needed.
• Participate or lead due diligence and implementation for new business within client accounts.
• Be able to lift up to 50 lbs. regularly.
• Adhere to company and client policies.

Skills

Customer service

Office support

Vendor management

Communication skills

Attention to detail

Prioritizing under deadlines

Education

Bachelor's degree or equivalent experience

Tools

MS Office

MS Word

MS Excel

MS PowerPoint

Job description

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.

The Account Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account.

Job Duties:

• 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 team work 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 - elevate 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

Qualifications

• Bachelor's degree or equivalent experience

• 3 or more years'proven experience ina customer service environment, legal or financial services industriespreferred

• 3 or more years'experience inoffice support including a combination of administrative, facilities, hospitality, reception, reprographics andmailroom

• Understanding of USPS regulations

• Understanding of reprographics equipment and usage

• Intermediate Microsoft Office Word and Excel skills

• Basic Microsoft PowerPoint skills

• Prior experience managing vendorspreferred

• Basic P&L understanding a plus

• Demonstrated experience prioritizing competing priorities under tightdeadlines

• Exceptional communication skills, both written and verbal

• Good attention to detail

Additional Information

RRD's current salary range for this role is $52,500to $76,500 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future.At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

Shift:Monday to Friday - 8:00 AM - 5:00 PM

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RRD is an Equal Opportunity Employer, including disability/veterans

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

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