The Strategic Account Coordinator serves as the direct liaison between the client, sales, and production facilities, ensuring timely and accurate production of the client's program(s). Serves as the primary point of contact for mid to large-size clients, focusing on the execution of client programs in order to achieve the objectives of the service agreement in compliance with client expectations, company policies, quality, and profit requirements. May coordinate activities on major transactional or strategic accounts.
Responsibilities:Applies knowledge of client's business requirements to execute successful print/direct mail programsEngages clients to gather job specifications and translates their requirements into detailed manufacturing and shipping/postal instructions for the disposition of the client's products.Reviews client requirements for adherence to platform capabilities.Accurately communicates client requirements to internal or external production/service providers.Confer with clients throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs, and coordinate changes to jobs.Troubleshoots specifications and enters orders into production, coordinates the receipt of raw and supplied materials and modifies order instructions for manufacturing as needed for flawless execution.As needed, may design, implement, and manage the pricing functions for the accountActs as a communication link between external clients and all internal departments and as a primary point of contact on small and mid-size accounts and/or primary execution-focused contact on large, complex strategic accounts.Manages and develops relationships with client contacts in order to facilitate a positive experience in the execution of programs and recovery activities.Expected to provide recommendations that bolster improved quality, client satisfaction, increased productivity, and lower operating costs.Maintains knowledge of market conditions, pricing, and competitive activityCreates/develops process documentation, workflows, and job aids for internal and external purposesMay manage production against forecast via MRP and/or client inventory item maintenance in applicable systems, producing and analyzing reports.As needed, may provide data entry responsibilities and set up new items.May review the quality of the work for other client care staff to ensure all information is accounted for and accurate before executionPerforms other related duties and participates in special projects as assigned.May train and mentor other client care staff membersMaintains current knowledge of all operating procedures, policies, written instructions, and other directivesLeads medium to large accounts Corrective Action process on behalf of sales/client including investigative root cause and actionable improvements.May assist with the Corrective Action process on strategic accounts.Serves as a lead customer service professional on behalf of the customer and internal RRD stakeholders, participating in or leading client meetings or client business reviewsFacilitates the resolution of production-related problems and conducts appropriate service recovery processesAssists in the facilitation of creating prototypes and development of custom print pieces.As needed, may travel to or work at the client site, production facility, or other sites as required and attends press check with the client.Manages the production process from order entry until final delivery and invoicing of client's product, ensuring client requirements are met to ensure completeness.Maintains active communication with and provide job status updates to customer, sales, and manufacturing as needed.Ensures that work responsibilities will be covered during approved absences and unplanned absences, including by providing written and verbal status updates to backup.Assists Sales in developing Business Review Presentations and may participate in the review.Must be able to work remotely with minimal supervisionMentor junior-level team members in the use of tools and/or systems in the position as needed.May be required to work occasional weekends and holidays as needed
