Client Services Team Lead

Role Overview

• Ensure the health of account(s) through meeting contract SLAs, Job Aids, Quality Reviews, and other work instruction tools
• Develop and oversee team staffing schedules including vacation time and overtime to balance workloads and ensure SLAs are achieved
• Supervise daily activities/project workloads of the Client Services Team
• Approve temporary employee hours and approve contract invoices
• Train and mentor team members, continual coaching, and progress check-ins
• Participate in the periodic performance reviews of direct reports
• Provide requested customer-facing metrics reports as requested from the existing reports suite, customizing where necessary
• Work with the customer to facilitate prototypes and offer creative solutions that support print sourcing
• Provide print procurement and coordination of all sales/marketing/promotion print and print-related collateral for the customer
• Coordinate efforts with the customer's marketing group to gather all of the print requirements and data files for current and anticipated projects
• Provide guidance to the customer regarding the print manufacturing process
• Source external vendors including RR Donnelley to produce print collateral
• Build a network of print outsourcers to use for print projects
• Submit RFP/RFQ requests to vendors and make recommendations to the customer
• Oversee the entire print lifecycle for ongoing projects from the initial requirements gathering to the final delivery of products
• Work with vendors to ensure SLAs are met and the customer receives products on time
• Make recommendations to the customer to move print work to other sites/vendors when issues arise
• You will be responsible for recruiting, training, and developing employees to ensure the quality and timely output of products and services
• You will be expected to administer company policies & procedures
• Participate in performance reviews and counsel employees as needed
• Perform other related duties and participate in special projects as assigned.

Requirements

• High School or GED with at least 5 years of relevant experience
• Able to demonstrate the ability to solve tasks or problems by analyzing variables and applying appropriate solutions learned through experience
• Must be able to recognize anomalies and critical situations and respond appropriately or engage leadership
• Must be able to communicate and interact with a variety of internal/external customers and/or co-workers
• Able to apply strong functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools
• May require knowledge of or ability to quickly learn specialized software to complete work assignments
• Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments
• Requires very good communication skills with the ability to state messages in a clear manner
• Must be able to listen to others to understand issues and situations proactively
• Must be able to clearly articulate business needs to both internal and external customers
• Must be able to work in high production fast-paced environment
• Strong organizational skills, proficient in managing multiple tasks concurrently
• Self-starter and an ability to think outside of the box
• Ability to work in a team environment
• Must be a highly motivated individual with the ability to offer solutions as well as solicit feedback
• Ability to handle conflict in a professional manner
• Occasional travel may be required.

Benefits

• medical, dental, and vision coverage
• paid time off
• disability insurance
• 401(k) with match
• life insurance
• other voluntary supplemental insurance coverages
• tuition assistance
• maternity leave
• adoption assistance
• employer/partner discounts