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Customer Experience Team Lead

Apply Job ID 20203 Date posted Jul.. 21, 2021 Location Chalfont, Pennsylvania Full Time / Part Time Full time (FT)

Quad/Graphics

Careers across Quad are defined by a rich legacy of passionate people driven by innovation and motivated to find a better way. Here, you're empowered to own the results of your work and walk in the shoes of our clients to better understand their business. Our values have guided us from day one, creating an intense pride in knowing that every day is an opportunity to thrill our clients, side-by-side with the larger community we all call Quad.

The Team Lead will manage, support and engage Customer Account Managers, CSRs, and Customer Account Coordinators at the plant level, whiles helping to meet business objectives.  The Team Lead is responsible for deciding where to place titles, in what time-frame and manner.  The Team Lead will also act as the liaison within the business, as well as between CE and the plant.

KEY RESPONSIBILITIES

  • Manage and direct a team in accordance with policies and responsibilities including, but not limited to, safety, interviewing, hiring, training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

  • Coach, mentor, and engage team members on a daily basis.

  • Analyze and manage CAM account workload/load level.

  • Be a change agent and a project lead for CE.

  • Collaborate with Specialists and other implementation teams to create consistency and standardization.

  • Communicate and engage team with rollouts and other CE initiatives.  Provide progress reports of corporate metrics.

  • Work closely with Plant team and be involved with Plant initiatives and be a representative for CE. 

  • Lead quality initiatives to ensure client expectations are met, including managing High Alerts for the plant. 

  • Act as a point of contact for Help Chain and escalations.

  • Maintain an account workload (will vary based on evolving business and plant needs).

JOB REQUIREMENTS

  • Bachelor’s degree in related field preferred

  • PLP Training, Project Management experience a plus, CI training for A3 & Point Kaizen.

  • Strong knowledge or ERP/Toolset

  • Advanced understanding of internal production processes, handoffs, and standard operating procedures.

  • Ability to overcome both internal and external obstacles and competence in both organizational positioning and interpersonal skills.

  • Proven ability to mentor and/or train others.

  • Ability to successfully analyze problems, drawing valid conclusions and make recommendations.

  • Must be able to effectively communicate and articulate themselves by means of verbal and written communication.

  • Skilled in negotiating and conflict management.

  • Comprehensive knowledge of systems and processes.

  • Ability to maintain effective ongoing discussions and relationships with internal and external clients.

  • Ability to collaborate effectively with diverse team members

SKILL SETS:

  • Business acumen: knows how business works.  Knowledgeable in direction of company, policies, practices, trends, technology, and competition.
  • Facilitation skill; excellent verbal and written communication skills.  Provides information in a timely and accurate manner.

  • Ability to team build and motivate.

  • Ability to problem solve with groups and individuals (Root Cause Analysis).  Is able to see hidden problems and is excellent at analysis (looking beyond the obvious).

  • Decision Quality: ability to make good decisions based upon a mixture of analysis, experience, wisdom, and judgement.  Sought out by others for advice and solutions.

  • Looks ahead and can anticipate future consequences and trends accurately.  Has broad knowledge and perspective.

  • Excellent time management skills.  Values time of others and concentrates efforts on important priorities.

  • Understand the connection of workflow tools  

  • Ability to Manage a Project from scoping to implementation

  • Understand Process Tools and when to best use them.

Additional Company Information:

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws.  Quad also prohibits harassment of applicants and employees based on any of these protected categories.

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