Customer Service Manager

Job Description

Job Description

Company Description

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

The Customer Service Manager is responsible for leading and managing the day-to-day activities of the Customer Service team supporting the St. Charles Labels operation. This position ensures effective workflow, workload balancing, job coverage, employee development, and communication between Customer Service, Sales, Production, Prepress, Quality, Shipping, and other operational teams.

The Labels facility operates in a fast-paced label manufacturing environment producing a variety of pressure-sensitive label and packaging products utilizing flexographic, digital, hybrid, and UV printing capabilities. The Customer Service Manager plays a critical role in ensuring customer requirements are accurately communicated throughout the manufacturing process and that service levels, production needs, and customer expectations are consistently met.

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.
• Ensure customer requirements and order information are communicated accurately and consistently to the appropriate manufacturing and support teams.
• 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.
• Provide regular coaching and performance feedback to employees and address performance, attendance, communication, or behavioral concerns as appropriate.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure career development plans are established, communicated, and maintained for direct reports.
• Partner with the Site Leader, Human Resources, and other leaders regarding staffing, performance, employee development, department concerns, and organizational needs.
• Recommend changes to processes, staffing, procedures, or department structure when necessary to support customer requirements and facility objectives.
• Represent RRD professionally in all interactions with customers, Sales Representatives, employees, vendors, and other internal and external business partners.
• Support and comply with company policies, procedures, safety requirements, and employment-related practices.
• Perform Customer Service Representative functions when necessary to support department coverage or business needs.
• Perform additional duties and projects as assigned.

Qualifications

• Bachelor's degree in discipline related to function of work required
• 10+ years of related work experience required
• 8+ years of experience in managing a team required
• 5+ years of change management experience required
• Advanced personal computer skills ability is required in working with Microsoft Office software and Google Platform required

Additional Information

The salary range for this role at the noted RRD location is $78,700 - $125,900 / annually. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. 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.

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.