This position serves as the key liaison between customers and PMT operations to create a seamless workflow that exceeds customer expectations.  This position will be located on-site at our customer location in the Minneapolis area.  Primary responsibilities include enriching the customer experience with RRD through service, a positive attitude, a sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence. 

Responsibilities

• Applies broad knowledge of prepress workflows, digital asset management, problem solving, designing and implementing workflow procedures and quality control to handle complex, high volume or high profile customer account, with minimal supervision.
• Provides pre-production services and performs order management processes such as communicating job specific information, entering of order into production and preparation of timely and accurate job instructions to meet customer expectations.
• Applies understanding of customer’s business needs to establish solid customer relationships and facilitate problem-solving. 
• Establishes and promotes excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
• Maintains contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
• Maximizes equipment and personnel capabilities, applies new technologies, and/or productive capabilities.
• Participates in the budgeting process and assists in the accurate monthly forecasting of sales for assigned account.
• Develops manufacturing plans, designs and implements workflows, tracks and reports on quality metrics, strategizes with the customer and delivers services which will attract and retain customers. 
• Uses ethical business practices in dealing with customers, employees, vendors, suppliers and the community.
• Responsible for customer retention and customer loyalty.
• Responsible for accuracy and timeliness of customer invoices.
• Manages and implements change to ensure continuous improvement.
• Take calls as needed after hours.
• Performs other duties as assigned or requested.

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• College degree or equivalent working experience
• 3+ years of prior customer service experience preferred.
• Data management/Connect3 systems knowledge a plus.
• Well rounded knowledge of PMT (prepress, photo, creative, digital print, print, web, digital asset management, color, workflows) as well as PMT integration tools.
• Complete understanding of the “Big Picture” which allows the individual to make good sound business decisions that benefit the PMT organization.
• Experience in utilizing Continuous Improvement tools to create and track metrics.
• Proven leadership abilities demonstrated through high performance and participative management.
• Proven track record with strong and effective relationships with solution delivery, customer care, sales and customers.
• Excellent communication skills both written and verbal along with the ability to listen for understanding.
• Proven service recovery skills.
• Proven facilitation skills.
• Ability to work with ambiguity.
• Ability to anticipate needs on behalf of the customer not to only serve the customer but increase volume and profitability.
• Strong project management skills and good sound judgment skills.
• Ability to create and work with cross-functional and/or distributed “virtual” teams.
• Computer skills to include Microsoft Word, Excel, Access, Lotus Notes, etc.