Customer Service Manager – Labels & Manufacturing

RR Donnelley & Sons; St. Charles (IL); On-site; USD 79,000 - 126,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

401(k) with company match

Life insurance

Parental leave

Adoption assistance

Employer/partner discounts

Job summary

RR Donnelley & Sons is seeking a Customer Service Manager for the St. Charles Labels operation to lead the day-to-day Customer Service team and coordinate with Sales, Production, Prepress, Quality, Shipping and other departments.

The role ensures accurate communication of customer requirements throughout manufacturing and maintains service levels, production needs, and customer satisfaction in a fast-paced label environment using flexographic, digital, hybrid, and UV printing capabilities.

Qualifications

• Bachelor's degree required.
• 5+ years of related work experience required.
• 5+ years of management and supervisory experience required.
• Advanced PC skills with Microsoft Office and Google Platform required.
• ERP system experience strongly preferred.

Responsibilities

• Lead, coach, mentor, and develop Customer Service team members.
• Manage day-to-day workflow, staffing coverage, and prioritization of customer requirements.
• Monitor workloads and adjust assignments to prevent bottlenecks and delays.
• Establish backup coverage for accounts, vacations, and absences.
• Liaise between Customer Service and Production, Prepress, Quality, Shipping, Sales and other functions.
• Communicate priorities and schedules from meetings back to the team.
• Support order management through production steps, including specs, proofs, timing, and shipping.
• Gain deep product and capability knowledge across flexographic, digital, hybrid, and UV printing.
• Provide hands-on guidance for complex orders and scheduling challenges.
• Collaborate with customers and Sales to resolve issues and align on expectations.

Skills

Team leadership

Customer service mgmt

Cross-functional collaboration

Workflow optimization

ERP systems

Education

Bachelor's degree in related field

Tools

ERP system

Job description

RR Donnelley & Sons is seeking a Customer Service Manager for the St. Charles Labels operation to lead the day-to-day Customer Service team and coordinate with Sales, Production, Prepress, Quality, Shipping and other departments.

The role ensures accurate communication of customer requirements throughout manufacturing and maintains service levels, production needs, and customer satisfaction in a fast-paced label environment using flexographic, digital, hybrid, and UV printing capabilities.