Overview
At Resource Label Group, we are a full-service manufacturer of custom label design and printing for a wide range of industries. With full-scale capabilities coast-to-coast and 29 locations across North America, we are dedicated to delivering cutting-edge label printing with a national reach and local touch.
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 and serving as a liaison between customers, sales, and production. 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. This position reports to the Director of Operations.
Responsibilities
- Maintains relationship with customers via telephone and email, receives all art, orders and requests for pricing and advises customers regarding the status of their orders in process.
- Speaks directly with internal and external customers collecting customer information, product specifications, and pertinent manufacturing instructions.
- Receives purchase orders from customers via email, fax, or telephone. Reviews all aspects of the order before accepting order and confirming.
- Enters orders into Labeltraxx (ERP), confirming job specifications and assigning appropriate press and tooling.
- Supports sales staff with customer interactions.
- Coordinates artwork to determine availability of cutting die and cylinders.
- Monitors the proof through the entire life cycle of the process to ensure that it moves seamlessly through all departments to final production.
- Holds all new production orders to the highest standard and awaits until the customer approves proofs, product design and other specifications.
- 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.
- Resolve inquiries and investigate complaints in a timely manner exhibiting excellent service and follow through.
- Alerts team members to the existence of and seeks resolution to production issues that may delay the shipment of an order.
- Receives tickets for shipped or delivered products and begins billing process verifies shipping report against packing lists and reviews Customer Transaction Report.
- Must consistently desire to go above and beyond to ensure customer expectations are met and exceeded.
Skills & Effort
- Business Acumen: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
- Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; 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 build knowledge and skills continuously; Shares expertise with others.
- Customer Focus: Manages difficult customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; 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.
- Decision Making: Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Make timely decisions.
Qualifications
- 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, 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, proportions, percentages, area, circumference, and volume.
- 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
- Long-Term Disability Insurance and Life Insurance
- 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
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