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Customer Services Supervisor - Legal
RR Donnelley
RR Donnelley
Job Location: Washington, DC
Job Type: Full-Time/Regular
Customer Services Supervisor - Legal


Washington, DC
ID: 45875

The Customer Services Supervisor is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. This person reports into the Onsite Manager.

Job Responsibilities:

  • Collaborate with the National Account Director to ensure that client requirements are understood, effectively documented and adhered to in service delivery and any future enhancements to the service delivery model
  • Oversight of the local team schedule and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, holiday hours, etc.)
  • Lead the team in ascertaining accurate and consistent methodology in determining project complexity and required production time
  • Ensure all work is performed according to prioritized schedules/deadlines and that all deadlines are met or effectively renegotiated according to established SLAs
  • Ensure effective communication and relationships with end users across all service offerings
  • Address any discrepancies in client-supplied data for appropriate client clarification
  • Deliver updates to clients regarding job status as required work in collaboration with automated workflow system features and updates
  • Oversee quality control processes and ensure all requirements are adhered to, including conducting spot checks on all work from time-to-time during the project lifecycle
  • Cross trained in all service areas and provides backup support to teams
  • Provide level one escalation point for issue troubleshooting
  • Deliver support for specialty projects as required
  • Monitor and maintain policies and procedures to staff
  • Generate and assist in process improvement ideas

Shift Available: Monday-Friday 9am-5:30pm

Required Skills
  • 5-7 years experience in similar service ideally within a law firm
  • Prior supervisory experience preferred
  • Bachelors Degree in discipline related to functional work
  • Excellent knowledge of Microsoft Word, Excel, PowerPoint
  • Ability to quickly learn proprietary systems
  • Excellent written and oral communication with ability to state messages in a clear manner
  • Provide premiere service to clients with a can do attitude

RRD is an EEO/AA including Vets and Disabled Employer


RR Donnelley

For challenging and rewarding career opportunities with an innovative industry leader, consider RR Donnelley. RR Donnelley provides communications and consultative business services to a who’s who of US and international clients. A FORTUNE 500 company with locations around the world, RR Donnelley produces printed and digital communications. You probably touch our products almost every day. With a reputation for excellence built over 145 years plus a portfolio of patents and breakthrough new products, RR Donnelley is building for a strong future.

We are a business-to-business company offering opportunities in a variety of disciplines. RR Donnelley is strongly committed to setting ambitious goals, rewarding performance, and providing opportunities for personal and professional growth. We offer competitive compensation and benefit packages.

RR Donnelley is an EEO/AA Employer
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