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RR Donnelley Strategic Account Specialist in Madison Heights, Michigan

Strategic Account Specialist


Madison Heights, MI




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 of customer expectations, company policy, and profit and quality requirements. Applies understanding of customer’s 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.

  • Apply knowledge of customer’s 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 provides original/revised job requirements to Planning.

  • Partners 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 Provides recommendations to process improvements to bolster improved quality, customer satisfaction, increased productivity and lower operating costs.

  • Oversees 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, and issues and revises instructions for manufacturing.

  • Coordinate the delivery of customer-supplied and other production materials across the platform.

  • Maintains active communication with and provide job status updates to customer, sales and manufacturing.

  • Facilitate the resolution of production-related problems and conduct appropriate service recovery process.

  • Provides leadership, career development and procedural assistance to the junior Account Specialists.

    Lead job duties

  • Ensure that needed resources and tools are available to complete daily work assignments.

  • Maintain current knowledge of all operating procedures, policies, written instructions, and other directives.

  • Ensure that work schedules will be covered during approved absences and unplanned absences.

  • May check work to ensure work sequences, procedures, methods, and deadlines have been met.

  • Report to the supervisor on status and progress of work and causes of work delays.

  • Answer questions of the supervisor on overall work operations and problems.

  • Performs other related duties and participates in special projects as assigned.

    Required Skills

Bachelor degree in discipline related to functional work or role with 5+ years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.

Able to apply broad work experience and knowledge when analyzing complex problems. Must be able consistently identify critical elements, variables and alternatives to develop solutions. Must be able to 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. 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.

Additional job requirements may be listed on the staffing requisition.

RRD is an EEO/AA including Vets and Disabled Employer