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Manager Of Client Services (41128)

Expired Job

RR Donnelley & Sons Durham , NC 27701

Posted 2 months ago

PBM Graphics an rrd company is a leading commercial printing and packaging company in North America, producing educational products, publications, and sales materials for the healthcare industry and general commercial print for many other industries, as well as collectible trading cards associated with the entertainment and sports industries.

As a member of PBM's leadership team, the Director of Client Services will work with sales and operations management to develop, maintain, and accelerate the growth of new and existing client relationships. This person will be actively involved in defining and executing strategic and tactical business goals in order to achieve operational and profit targets.

Responsibilities include (but not limited to):

  • Develop strong and productive working relationships with PBM's leadership team members, and develop and implement standards of performance that set PBM apart from competitors in the areas of sales support and client service

  • Lead PBM in its commitment to employee safety

  • Within the customer service area, create a business culture that supports the processes that create unmatched service and exceptional business outcomes for PBM's customers, including technical support and advice

  • Actively support and advance PBM's quality management system

  • Evaluate and improve, as necessary, customer service processes and procedures to improve operational efficiency and customer satisfaction

  • Provide oversight and advocacy for all customers, ensuring that critical business needs are anticipated and met (quality, delivery, assembly details, etc.)

  • Ensure that contractual relationships are understood throughout the organization and that appropriate processes are in place to measure and meet special requirements

  • Provide leadership for delivering periodic business reviews to key customer relationships

  • Support PBM's current key performance indicator (KPI) measurements (including on-time performance, profitability, customer feedback) and identify/establish new metrics to meet customer requirements as they are known

  • Supervise up to 15 personnel (Customer Service Representatives as well as Team Leaders)

  • Other duties as necessary

RRD is an EEO/AA including Vets and Disabled Employer

Required Skills

  • Able to apply work experience and knowledge when analyzing complex problems

  • Ability to support PBM Graphic's change management process, blending work teams across all customer segments

  • Must be able to consistently identify critical elements, variables and alternatives for customer solutions

  • Must be able to organize and 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, or problems

  • Able to apply excellent business acumen and collaborative skills when resolving problems

  • Possess 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.

  • Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand

  • Able to explain programs policies and procedures in language that is understood by others

  • Must be able to 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

  • Able to write with the clarity and precision necessary for the work being performed

Required Experience

Required Experience:

  • Bachelor degree in discipline related to functional work role with 5 - 10 years of relevant work experience
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Manager Of Client Services (41128)

Expired Job

RR Donnelley & Sons