Customer Service Representative - Resource Label Group, Inc

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 33+ 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.

The Customer Service Representative will play a crucial role in supporting the sales cycle by facilitating customer orders for products via order entry and basic account servicing. The ideal candidate will have excellent technology and communication skills and a passion for customer service. Previous experience working in a manufacturing or similar environment is a huge plus. This position reports to the Administrative Manager.

On-Site position

• Speaks directly with internal and external customers collecting customer information and product specifications.

• Receives purchase orders from customers via email, fax, or telephone. Reviews all aspects of the order before accepting order and confirming.

• Processes new purchase orders into the system specific to individual job and customer including any delivery or shipping requirements Notifies all pertinent plant personnel of any special orders around purchasing, production or rush orders always maintaining clear and fluid communication.

• Routes supplies, job jacket and materials such as paste-ups, artwork, copy, film or prints to work areas to put job order into production.

• Routes inquiries and complaints in a timely manner exhibiting excellent service and follow through.

• Prioritize workload as necessary, which may require selecting from several alternatives to best meet the needs of the business.

• Receives tickets for shipped or delivered products and begins billing process; verifies shipping report against packing lists and reviews Customer Transaction Report.

• Must exhibit consistent desire to go above and beyond to ensure customer expectations are being met and exceeded.

• Other duties as assigned

Key Characteristics we are looking for:

• Problem Solving: Identifies and escalates problems in a timely manner; Gathers and communicates information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Initiative: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.
• Customer Focus: Recognizes potential customer problems, escalates, and solicits help when needed; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Conflict Management: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork and Collaboration: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.