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 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.

The Customer Service Representative will play a crucial role in supporting the sales and production cycle by facilitating customer orders for products via order entry and 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 Manager, Customer Service.

Responsibilities:

• Speaks directly with internal and external customers collecting customer information and product specifications.
• Receives purchase orders from customers via email 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 and rush orders. Always maintains clear and fluid communication.
• Routes supplies, job jackets, and customer artwork 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.
• Works with multiple departments to coordinate the completion of client orders.
• Must exhibit consistent desire to go above and beyond to ensure customer expectations are being met and exceeded.

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 and is naturally curious.
• 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; Professional and courteous when corresponding to clients, both virtually and in-person
• Teamwork and Collaboration: Balances team and individual responsibilities; Works exceptionally well in both a group and individual setting; 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.

Qualifications

• One to two 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.
• Basic knowledge and navigation of computer programs such as Microsoft Office & Outlook
• 40+ WPM typing speed
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. 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.
• 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.

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