Company Description
RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.
Job Description
RR Donnelley is adding a Lead Administrative Associate to their Wheeling, WV team!
The Lead Administrative Associate is an experienced position providing exceptional customer service to our clients by delivering timely and accurate administrative support at an advanced level. This role is responsible for assessing, assigning, and performing administrative tasks such as document processing, proofreading, expense reports, time entry, calendar and phone management, invoice entry, and opening client matters. The Lead Administrative Associate has advanced ability to troubleshoot problems with software/hardware programs and/or team issues and provide instruction/training to others in the department. The role is responsible for the day-to-day production of work for a shift or site.
Job duties
(* denotes an “essential function”)
- Intakes work requests from the client, including clarification of job instructions and negotiation of deadlines with the requester. Seeks alternate solutions to deadline requests, as needed
- Prioritizes work requests across team and balances multiple projects based on experience and following established guidelines, especially when working with escalated deadlines or issues
- Acts as a leading definitive resource for all questions relating to administrative support, document processing and quality assurance by the team
- Assists the Supervisor or Manager in implementation of administrative and/or other procedures or systems such as timekeeping, managing PTO requests, running reports, etc.
- Communicates regularly with the Supervisor or Manager on issues affecting capacity, response time, and/or technical issues relating to work requests
- Identifies and corrects errors in output for any complex administrative tasks, functions, or business documents to ensure quality of return product to requesters
- Detects formatting and compositional errors in documents; verifies citations are properly formatted, if applicable
Performs quality assurance on own work and work of others.
- Demonstrates proper professional expectations for team members when dealing with client requesters and client work requests, including meeting deadlines and delivering high-quality work
- Responsible for development and delivery of on-going training of new and existing team members in existing processes, as well as new trends or processes for administrative work
- Facilitates focus and coordination on and between shifts in the production of deliverables to the client to meet or exceed the client’s expectations for quality, timeliness, and service
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Communicates with manager and/or client on job or deadline issues in a timely and professional manner
Facilitates team’s adherence to company policies (conduct, attire, performance, attendance)
Works collaboratively, demonstrating open and flexible communication, within and across team members
Contributes to recommendations for individual development goals, trainings, or performance expectations to Supervisor or Manager to enhance team skill levels and quality outputs
- Performs work in administrative support, including, but not limited to, answering phone lines, providing customer service, supporting specialized projects using established procedures, standards, and formats to edit, proof, convert, create, transcribe or otherwise complete document production requests and data entry for expenses/time/invoices and other areas as needed
Opens client matters and/or performs client conflict checks.
Handles sensitive and/or confidential documents and information appropriately
- Utilizes appropriate logs and/or tracking software for all administrative support work.
- Ensures that job tickets are properly filled out before beginning work.
- Thoroughly assesses job requests and ensure appropriate completion of job tasks throughout task lifecycle.
- Creates reservations/scheduling (meetings, conference rooms, A/V, hospitality, travel, concierge), docket management, document/email management, proforma review, new matter management.
- Troubleshoot complex software or hardware problems.
Helps to foster a proactive environment of continuous service enhancement and relationship building with the client.
- Answers telephone, emails, and places service calls when needed.
- Interacts with clients over the phone, via video or electronically.
Adheres to company policies in addition to client site policies.
Uses equipment and supplies in a cost-efficient manner.
Qualifications
High school diploma or equivalent education
Minimum (4) years or more of administrative support experience in a professional organization, preferably in the legal or banking industry; or experience performing administrative duties for a RRD client operation for a minimum of (2) years or more. Formal education and/or other related training may be considered in lieu of professional experience
1 year of supervisory or workflow management experience strongly preferred.
Advanced skills in the use MS Office software (Word, Excel, PowerPoint); strong keyboarding and typing skills
Familiar with other software programs for providing administrative support
Strong attention to detail; ability to work on multiple projects simultaneously
Ability to work in a fast-paced, environment while meeting deadlines and completing all projects in a timely manner
Ability to handle sensitive and/or confidential documents and information
Ability to make independent decisions that conform to business needs and policy
Ability to troubleshoot complex or advanced tasks or concerns independently
Ability to discern when a problem or issue requires escalation to the supervisory level
Ability to maintain professional composure when working with immediate deadlines
Ability to work both independently and collaboratively as part of a team
Extensive experience in business terminology, document production formats; skill and efficiency in use of reference resources
Attention to detail with emphasis on accuracy and quality; able to coordinate across the team and work on multiple projects simultaneously while ensuring quality results
Excellent verbal and written communication and interpersonal skills necessary to communicate questions and/or suggestions to client and other team members in a professional and customer service-oriented manner
Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions
Ability to work both independently and collaboratively as part of a team; self-motivated to ensure own production
Proficient in the use of equipment/technology/software and hardware necessary to perform job functions
Self-motivated with a positive attitude
Proven customer service skills required to create, maintain and enhance customer relationships
Additional Information
The salary for this role at the noted RRD location is $23.99-35.53/ hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s 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.
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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
RRD is an Equal Opportunity Employer, including disability/veterans
