Customer Service Manager - Labels & Manufacturing

RR Donnelley; Saint Charles (MO); On-site; USD 79,000 - 126,000; Full time

Job summary

RR Donnelley is seeking a Customer Service Manager for the St. Charles Labels operation.

You will lead a frontline team, coordinate with Sales, Production, Prepress, Quality, Shipping, and other groups to ensure on-time, accurate order fulfillment in a fast-paced label environment. Responsibilities include coaching and developing staff, balancing workloads, shaping production schedules, and driving process improvements to exceed customer expectations while maintaining robust communication across

Qualifications

• Bachelor's degree in discipline related to function of work required.
• 5+ years of related work experience required.
• 5+ years of management and supervisory experience are required.
• Advanced personal computer skills with Microsoft Office and Google Platform.
• ERP system experience is strongly preferred.

Responsibilities

• Lead, coach, mentor, motivate, and develop Customer Service team members to achieve department, facility, and customer service objectives.
• Manage the day-to-day workflow of the Customer Service department, including workload distribution, job assignments, staffing coverage, and prioritization of customer requirements.
• Monitor individual and team workloads and proactively adjust assignments to prevent bottlenecks, service delays, and uneven workload distribution.
• Establish and maintain appropriate backup coverage for customer accounts, vacations, absences, and other staffing needs to ensure continuity of service.
• Serve as a key liaison between Customer Service and Production, Prepress, Quality, Shipping and Distribution, Sales, and other functional areas throughout the facility.
• Attend production and operational meetings as appropriate and ensure relevant information, priorities, scheduling considerations, and customer requirements are communicated back to the Customer Service team.
• Support Customer Service Representatives in managing orders through the manufacturing process, including coordination of customer specifications, artwork and proofing requirements, production timing, material requirements, finishing, shipping, and delivery expectations.
• Develop and maintain a strong understanding of the products and manufacturing capabilities of the operation, including flexographic, digital, hybrid, and UV printing, finishing, rewinding, proofing, platemaking, RFID capabilities, and related label manufacturing processes.
• Provide hands-on support and guidance to Customer Service Representatives when addressing complex orders, production challenges, scheduling conflicts, customer concerns, or other service-related issues.
• Work directly with customers and Sales Representatives, when appropriate, to coordinate requirements, resolve problems, clarify expectations, and support overall customer satisfaction.
• Partner with Production and other departments to evaluate scheduling or manufacturing constraints and communicate potential impacts or alternative solutions to customers and Sales.
• Ensure the Customer Service team follows established company procedures related to order entry, purchasing, production coordination, documentation, customer communication, and other applicable processes.
• Identify opportunities to improve Customer Service processes, workflow, communication, account coverage, and operational efficiency.
• Participate in continuous improvement initiatives and cross-functional projects supporting the Stern Ave operation.
• Provide on-the-job training for new and existing Customer Service employees regarding procedures, systems, customer requirements, and manufacturing processes.
• Develop employees’ technical knowledge of the facility’s printing and converting capabilities so that team members can effectively support customers and communicate with manufacturing departments.
• Partner with the Site Leader, Human Resources, and other leaders regarding staffing, performance, employee development, department concerns, and organizational needs.
• Perform Customer Service Representative functions when necessary to support department coverage or business needs.

Skills

Leadership

People management

Customer service

Microsoft Office

Google Workspace

Education

Bachelor's degree in discipline related to function of work required

Tools

ERP system experience

Job description

RR Donnelley is seeking a Customer Service Manager for the St. Charles Labels operation.

You will lead a frontline team, coordinate with Sales, Production, Prepress, Quality, Shipping, and other groups to ensure on-time, accurate order fulfillment in a fast-paced label environment. Responsibilities include coaching and developing staff, balancing workloads, shaping production schedules, and driving process improvements to exceed customer expectations while maintaining robust communication across