Strategic Account Specialist - Retail focus

RR Donnelley; Chicago (IL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading global marketing provider is seeking a Strategic Account Specialist focused on the retail sector in Chicago. This hybrid role involves acting as a key liaison among customers, sales, and production teams to ensure high-quality service delivery. The ideal candidate will have over 5 years of experience, a relevant degree, and strong communication skills. Responsibilities also include managing significant accounts and improving service processes. This is a full-time position offering the chance to significantly impact customer satisfaction and engagement.

Qualifications

• 5+ years of relevant work experience in customer service or account management.
• Ability to communicate clearly and courteously.
• Strong understanding of the impact of a message on the organization.

Responsibilities

• Act as a liaison between customer, sales, and production teams.
• Develop processes with Sales to deliver quality service.
• Manage high-profile accounts across multiple locations.

Skills

Excellent communication skills

Business acumen

Customer relationship management

Problem-solving

Time management

Education

Bachelor degree in a relevant discipline

Tools

Microsoft Windows

MAC

Job description

Strategic Account Specialist - Retail focus

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.

Job Description

This is a hybrid position. The candidate should be in the Atlanta, Chicago or Milwaukee area to be able to be onsite as needed.

Acts as liaison between customer, sales, and production facilities across the platform. Plan and coordinate the production of client jobs in order to achieve the objectives of the service agreement in compliance with customer expectations, company policy, and profit and quality requirements. Applies understanding of customers’ business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with RR Donnelley sales. Primary point of contact for customer-required services across all locations in the platform.

Responsibilities

• Apply knowledge of customers’ business (organization structure, value chain, strategic plans, etc.) to partner with Sales to assess and develop processes to deliver on service quality and solutions development for the customer. Communicate the requirements to internal or external production/service providers. Primary resource and. Provide solutions, develop pricing and provide original/revised job requirements to Planning.
• Partner with Sales to develop and execute on strategic customer plans and build contract provisions.
• As the primary point of contact, manage high-profile, complex and/or major accounts across multiple plants and/or external providers. Provide recommendations to process improvements to bolster quality, customer satisfaction, increased productivity and lower operating costs.
• Oversee the production process from point of sale until final delivery of customer’s product, analyzing customer requirements to determine completeness.
• Review customer requirements for adherence to platform capabilities and provide efficient and economical production alternatives as needed.
• Enter orders into production, revise and issue instructions for manufacturing.
• Coordinate the delivery of customer‑supplied and other production materials across the platform.
• Maintain active communication and provide job status updates to customer, sales and manufacturing.
• Facilitate the resolution of production-related problems and conduct appropriate service recovery processes.
• Provide leadership, career development and procedural assistance to junior Account Specialists.

Qualifications

• Bachelor degree in a discipline related to functional work or role with 5+ years of relevant work experience.
• Must consistently identify critical elements, variables and alternatives to develop solutions.
• Must organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
• Able to communicate clearly and courteously with those who need to know of decisions/actions/problems.
• Able to apply excellent business acumen and collaborative skills when resolving problems.
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments.
• Able to apply expertise in all the tools or applications used to complete work assignments.
• Able to mentor junior level team members in the use of tools and/or systems in the position.
• Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
• Must modify communication style both formal and informal to match the appropriate level of the audience targeted.
• Requires strong understanding of the impact of a message on the organization or customer.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Customer Service

Industries

Advertising Services