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.

We are currently recruiting for a Customer Service Representative to join our team! The Customer Service Representative will play a crucial role in supporting the sales cycle by facilitating customer orders for product 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!

• 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 prospective 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.
• Customer Service Representative coordinates artwork to determine availability of cutting die and cylinders
• CSR will monitor 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 customer approves proofs, product design and other specifications
• Processes new purchase orders into the system specific to individual job and customer including any particular delivery or shipping requirements Notifies all pertinent plant personnel of any special orders around purchasing , production or rush orders maintaining clear and fluid communication at all times
• 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
• Prioritize orders as necessary, which may require selecting from several alternatives to best service the customers’ needs.
• Receives tickets for shipped or delivered product 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.

The Ideal Candidate Will :

• Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• 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.
• Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget.
• Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Manages difficult customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• 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.
• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• 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
• Works within approved budget; Contributes to profits and revenue; Conserves organizational resources.
• 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.