Customer Service Representative

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.

Our core values embody the way we interact with each other just as it influences the way we interact with clients.

Previous experience working in a manufacturing

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.
• 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.

Qualifications:

• 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.

• 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.

• 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