PCA, a RR Donnelley company, is looking for a Customer Service Rep for our Timonium, Maryland location.

The sussessful candidate will coordinate production of printed materials, or print related services for the company’s customers.  Maintain positive customer relations through active engagement of the customer through all stages of the manufacturing process from initial contact through final disposition of the customers product. 

RESPONSIBILITIES

• Engage customers to gather job requirements and translate customer requirements in to detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of the customers’ products. 

• Ensure job instructions are entered and verified in the various manufacturing systems and queued in to the production schedule.

• Confer with customers throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs and coordinate changes to jobs.  May forward/review proofs with customer, obtain approval of materials, such as artwork, color separations, or ink samples.

• May coordinate production of components with other internal plants and/or external vendors as required.

• Engage appropriate departments to verify the issue and determine the root case.  Communicate with customers regarding the resolution of issues

• Monitor progress of jobs throughout production, confer with manufacturing operations on counts and final runs and ensure the final product meets customer requirements and company standards. 

• Tally the final production runs and work performed to assemble paperwork for billing purposes.

Business Unit/Platform Specific duties

• May have responsibility for determining the supplies and paper needed for jobs including the use of vendors to supply component of the customer product.
• May assist sales in the RFP process supplying estimates and determining how to efficiently process a complete job. 
• May have responsibility for the composition and/or copy prep of the customers’ products.
• Performs other related duties and participates in special projects as assigned.

RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER

Required Skills Required Experience

REQUIRED SKILLS:  

MINIMUM REQUIREMENTS: 

• Familiarity with the Improving School Readiness for Head Start Act of 2007, Head Start and Early Head Start Programs, OHS Monitoring Protocols and processes,  and knowledge of Head Start Program Performance Standards and Other Regulations
• Ability to work both independently and in a team environment
• Sustained concentration and attention to detail and accuracy
• Ability to prioritize and manage work load and deadlines
• Excellent analytical and problem solving skills
• Risk management skills (e.g., identification/ analyzing)
• Providing training and technical consulting assistance to an audience with varying skill levels