Resource Label Group, Inc

Customer Service Manager

Job Locations US-TN-Franklin
ID 2023-1865
Customer Service/Support
Position Type
Regular Full-Time
Location Name:
RLG - Franklin


Resource Label Group, LLC is a leading full-service provider of label and packaging solutions with a diverse product offering which includes pressure sensitive labels, shrink sleeves, RFID/NFC technology, sustainable product solutions, scent activation technology, pharmaceutical packaging and fulfillment services. Resource Label provides products and services for the food, beverage, chemical, household products, personal care, nutraceutical, pharmaceutical, medical device, and technology industries. With twenty-seven locations across the U.S. and Canada, Resource Label Group provides national leadership and scale to deliver capabilities, technologies, systems, and creative solutions that customers require.


As Resource Label Group continues to grow, we are always looking for talented individuals to join our team! Every person in our company contributes to our success. We offer an employee centric, collaborative culture that is technology driven and focused on delivering valuable, creative solutions. Our core values embody the way we interact with each other just as it influences the way we interact with clients.


Resource Label Group is seeking a Customer Service Manager for our Franklin, TN facility! The Site Manager, Customer Service will play a crucial role in building and supporting a best-in-class customer service team anchored in an environment of continuous improvement and learning development. Manages an onsite customer service team responsible for providing strong service and responsiveness to both internal and external customers while driving performance via KPI’s and monitoring compliance to company standard work and procedures. This position reports to the Regional Manager, Customer Service, with dotted line responsibility to the site General Manager.


  • Leads Customer Service team and function at production site, liaising with cross-functional teams, including pre-press, production, sales, and accounting, to exceed customer expectations for service and quality.
  • Serves as coach / mentor for Customer Service Representatives related to resolving customer conflicts, order fulfillment challenges, training, and personal career development.
  • Monitors service metrics, ensuring KPIs are met or exceeded, providing coaching and training as needed.
  • Collaborates with Regional Manager and other RLG family sites on standard work practices that facilitate speed and ease of doing business with RLG.
  • Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
  • Hires, trains, assesses, and develops Customer Service team members to align with Customer Experience strategy and RLG’s expectations for best-in-class service.
  • Participates in special projects and performs other duties as assigned.


  • Bachelor's degree or 3-5 years Customer Service leadership experience within a manufacturing environment.
  • Proven ability and willingness to develop relationships with customers and internal functional partners.
  • Broad and deep experience in all aspects of leadership and operations.
  • Extensive experience with manufacturing ERP systems, preferably Label Traxx and Radius.
  • History of client-driven orientation with strong focus on service excellence.
  • Strong communication (written and verbal) and influencing skills.

Why Work with us? Take a look at all we have to offer!

  • Paid Time Off and Paid Holidays
  • Comprehensive and Competitive Medical, Dental and Vision Coverage
  • Company Paid Short-Term Disability Insurance and Life Insurance
  • Additional Benefits – Long-Term Disability, Supplemental Life, Accident and Critical Illness Coverage Plans
  • Excellent 401(k) retirement plan with generous company contribution
  • We pride ourselves in investing in our employees by offering onsite training and the ability to have unlimited growth potential within our organization
  • We believe in rewarding our employees with performance-based salary increases

Check out this video to learn more about us!


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