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 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.
Resource Label Group is seeking a Customer Service Manager to join 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. The ideal candidate is a solutions-oriented individual, who excels at cross-functional collaboration, is a dynamic leader and can hold the business accountable to driving best-in-class customer service. This individual will manage an onsite and remote CS team responsible for:
- Providing strong service and responsiveness to both internal and external customers alike
- Driving performance via KPI's
- Monitoring compliance to company standard work and procedures
- Owning print jobs from inception to completion
Responsibilities:
- 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.
- Drives continuous improvement initiatives within the Customer Service function by identifying process inefficiencies and implementing best practices to enhance service delivery and operational performance
Qualifications:
- 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.
- RFID experience preferred. Understanding of RFID/NFC technology and its application within the label and packaging industry