Account Supervisor

The Account Supervisor is an independent leader helping manage the day-to-day people operations and client relationship within an account.

Job Duties:

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees

• Manage relationships with clients by ensuring a high level of customer satisfaction

• Establish execute and sustain quality service delivery through standard operating procedures account planning and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance

• Drive continuous improvement; keep client and manager informed of significant and potential issues and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client

• Responsible for employee lifecycle of direct and indirect reports including but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning development and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management

• Ensure direct and indirect reports understand and are compliant with company and client policies service level agreements (SLAs) and expected quality of work utilizing corrective action when necessary

• Engage in regular and consistent communication with employees hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information as well as to discuss clear expectations performance and progress against goals and development

• Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly

• Create and distribute monthly invoice ensuring it meets contractual requirements

• Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making

• Solicit feedback from clients (client outreach) regularly

• Foster cross-training and a sense of team work to optimize client service delivery

• Educate clients regarding Williams Lea services already providing and those available through strong sense of the clients business and the impact our services may have on their success

• Identify opportunities for account growth new services resolutions to client challenges through communication with clients/end-users escalate opportunities to manager

• Participate or lead due diligence implementation (people process technology) for new business within client account; participate as needed on other new client accounts.

• Be able to lift up-to 50 lbs. on a regular basis.

• Adhere to Williams Lea policies in addition to client site policies

Qualifications :

• Bachelors degree or equivalent experience 

• 3 or more yearsproven experience ina customer service environment legal or financial services industriespreferred 

• 3 or more yearsexperience inoffice support including a combination of administrative facilities hospitality reception reprographics andmailroom 

• Understanding of USPS regulations 

• Understanding of reprographics equipment and usage 

• Intermediate Microsoft Office Word and Excel skills 

• Basic Microsoft PowerPoint skills 

• Prior experience managing vendorspreferred 

• Basic P&L understanding a plus 

• Demonstrated experience prioritizing competing priorities under tightdeadlines 

• Exceptional communication skills both written and verbal 

• Good attention to detail 

Additional Information :

RRDs current salary range for this role is $59000 to $63000 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee and the range may change in the future. At RRD it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon but not limited to education skills experience proficiency performance shift and location. Depending on the role in addition to base salary the total compensation package may also include participation in a bonus commission or incentive program. RRDs 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.

Shift: Monday to Friday -  7:30 AM - 4:30 PM

#GOC

#LI-0925

#li-onsite

#WLNAT

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.

Remote Work :

No

Employment Type :

Full-time