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.

We are currently recruiting for a Customer Service Manager to lead our Customer Service team! The Customer Service Manager will be responsible for the day-to-day supervision and coordination of the assigned workload to the Customer Support Department. They will be charged with ensuring the team provides excellent service both to external clients and internal employees. This role will work closely with other management, sales and production and act as a point person for any escalated issues. The ideal candidate will have excellent communication skills and a passion for customer service. Previous experience working in a manufacturing or similar environment is a huge plus!

• Manage Daily Activity: Provide a hands-on approach to delighting customers. Monitor workflow of customer orders and distribute work to ensure customers always receive the best service. Manage difficult customer situations; respond promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; ensure direct reports meet commitments.
• Leadership: Function as a Key Account Manager for specific accounts maintaining relationships with key accounts and profitable customers. Balance team and individual responsibilities; contributes to building a positive team spirit; put success of team above own interests; able to build morale and group commitments to goals and objectives. Displays willingness to make decisions; exhibits sound and accurate judgment; make timely decisions.
• Delegation: Delegate both routine and significant tasks and decisions to a high-performance team. Assess employees' readiness and ability, assigns tasks that are appropriate to their skill level. Follow up as needed and share both responsibility and accountability
• Performance Management: Lead, manage, and mentor others, give and welcome feedback. Set customer service goals for team members and help them reach those goals. Lead by example and develop the skills and capabilities of direct reports to ensure goals are met. Provide effective, positive, and constructive feedback. Deal effectively with performance issues.
• Hiring and Staffing: Ensure adequate staffing to meet the goals of the department, this includes interviewing, hiring, training, and onboarding. Provide the necessary tools to ensure each individual has the required knowledge and skills to effectively perform all duties of the position.
• Business Acumen: Works within approved budget; contribute to profits and revenue; conserves organizational resources. Develop project plans; coordinates projects; communicates changes and progress; complete projects on time and budget.

The Ideal Candidate Will:

• Customer Focus: Understands customer service principles to provide an excellent customer experience. Able to connect with customers in a meaningful way. Is approachable, genuine, knowledgeable, encouraging, passionate, and committed to helping customers.
• Collaboration: Good team player, builds cross-functional relationships. Able to develop cooperation and teamwork while participating in a group, working toward solutions which benefit all stakeholders. Fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement.
• Interpersonal Communication: Able to communicate through various means (written and verbal) with diverse, individuals, including internal and external stakeholders at all levels in a clear, concise, positive, and courteous manner.
• Initiative: Able to identify opportunities & issues and follow through on work activities to capitalize or resolve them. Able to learn quickly and take action without being ask. Interested in learning about the entire business. Can be counted on to exceed goals successfully; is consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
• Organizational Skills: Able to utilize time, energy, and resources to manage priorities, stay on track, and achieve goals in a timely manner; uses resources effectively and efficiently arranges information and data in a useful manner. Able to multitask and pay strong attention to detail in a fast paced & high-urgency environment.
• Selling: Able to support the Sales organization in growing the busines or closing on new prospects by promoting capabilities, products, and customer service processes.
• Technology Skills: Able to navigate and learn new technology and manufacturing systems, equipment, and computer programs needed to fulfill and expand communication, customer service and business needs.
• Process Thinking: Superior ability to manage change and align with strategic direction; highly process oriented making appropriate changes in process, techniques, and behaviors to maintain a positive customer experience. Able to coordinate, and monitor standard work procedures, workflow processes, and drive efficient communications flow for the department.
• Analytical Skills: Able to retrieve and build spreadsheets, analyze data, and gather information to better understand the business and make informed and timely decisions. Design and publish appropriate weekly and monthly KPI’s, reports and surveys for service statistics, operational efficiency, and business value.
• Problem Solving: Ensures a prompt response to customer complaints to achieve fair, and mutually satisfactory solutions to challenges. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious.

• Bachelor's degree (B. A.) from four-year college or university; or two to three years related experience and/or training; or equivalent combination of education and experience.
• Previous experience in a manufacturing or similar environment is preferred, printing or packaging industry experience is a huge plus.
• Ability to read, analyze and interpret general business periodicals; Ability to write reports and business correspondence.  Ability to effectively present information and respond to questions from groups of managers, vendors, and customers.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to read and interpret ruler, scales, and other measurement devices.
• Excellent verbal, written, and negotiation communication skills with a focus on solution-oriented approaches
• While performing the duties of this job, the employee is regularly required to sit and talk.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and color vision.

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! https://vimeo.com/553408937/659ab4290f