Healthcare Client Care & Fulfillment Specialist

RR Donnelley & Sons; Chicago (IL); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision coverage

Paid time off

401(k) with match

Life insurance

Tuition assistance

Maternity leave

Adoption assistance

Employer discounts

Job summary

RR Donnelley & Sons is seeking an experienced Client Care Specialist to support inbound order fulfillment for print and kitting services. You will translate customer requirements into actionable manufacturing instructions and coordinate with internal teams for timely delivery.

The role emphasizes process documentation, pricing, and accurate order processing. The position requires strong communication, organization, and weekends/holiday flexibility to meet client needs.

Qualifications

• HS diploma or equivalent with 3+ years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job.
• May possess additional education certification in this level.
• Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
• Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets or other programs specific to the job in order to complete job duties successfully.
• Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.
• Must be able to work weekends and holidays.

Responsibilities

• May serve as lead service professional on behalf of customer and internal RRD stakeholders, participating or leading client meetings or client business reviews.
• Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes; Handle customer concerns/issues as needed in a timely manner (i.e. dispute management, invoice reconciliation, etc); Provide proof of delivery, and order status upon request.
• Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products.
• Lead efforts to provide process documentation, workflows and job aids for internal and external purposes.
• May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
• Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production.
• Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems.
• Perform pricing/generate quotes.
• Verify composition or perform copy prep as needed for order processing purposes.
• Manage, client inventory item maintenance in applicable systems, producing and analyzing reports.
• Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions.
• May train and mentor other client care staff members.
• Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements.
• May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company.
• Data entry responsibilities, setting up new items and managing current inventories.
• Act as a communication link between external customer and all internal departments.
• Performs other related duties and participates in special projects as assigned.

Skills

Customer service

Communication

Organizational skills

Attention to detail

Education

HS Diploma or equivalent

Tools

MS Office

MAC Word/Spreadsheets

Job description

RR Donnelley & Sons is seeking an experienced Client Care Specialist to support inbound order fulfillment for print and kitting services. You will translate customer requirements into actionable manufacturing instructions and coordinate with internal teams for timely delivery.

The role emphasizes process documentation, pricing, and accurate order processing. The position requires strong communication, organization, and weekends/holiday flexibility to meet client needs.