Customer Service Manager

Resource Label Group - Garner, NC

Full-time - Mid Level

Garner, NC

Printing and Related Support Activities

About the position

RLG Healthcare, a division of Resource Label Group, LLC, is at the forefront of delivering innovative packaging solutions tailored for the Healthcare market. We provide a comprehensive range of pharmaceutical packaging needs, including labels, folding cartons, boxes, inserts, outserts, Instructions for Use (IFUs), Drug Facts Updates (DFUs), Med Guides, and physician support literature. Our commitment to excellence is reflected in our industry-leading lead times, supported by a coast-to-coast manufacturing footprint and a dedicated team of packaging specialists who are passionate about quality and service. We are currently seeking a Customer Service Manager to join our dynamic team in Garner, NC. This role is pivotal in building and nurturing a customer service team that thrives in an environment focused on continuous improvement and professional development. The ideal candidate will be a solutions-oriented leader who excels in cross-functional collaboration and is committed to driving best-in-class customer service. The Customer Service Manager will oversee both onsite and remote customer service teams, ensuring strong service and responsiveness to internal and external customers, driving performance through key performance indicators (KPIs), monitoring compliance with company standards, and managing print jobs from inception to completion. This position reports directly to the Regional Customer Service Manager.

Responsibilities

• Lead the Customer Service team and function at the production site, effectively liaising with cross-functional teams including pre-press, production, sales, and accounting to exceed customer expectations for service and quality.
• Serve as a coach and mentor for Customer Service Representatives, assisting with conflict resolution, order fulfillment challenges, training, and personal career development.
• Monitor service metrics to ensure KPIs are met or exceeded, providing coaching and training as necessary.
• Collaborate with the Regional Manager and other site-level managers to establish standard work practices that facilitate speed and ease of doing business with the RLG Healthcare division.
• Establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Hire, train, assess, and develop Customer Service team members to align with the Customer Experience strategy and RLG's expectations for best-in-class service.
• Participate in special projects and perform other duties as assigned.

Requirements

• Proven expertise in new business development, particularly in the pharmaceutical and healthcare industries.
• 2-3 years of print experience preferred, whether in commercial print or packaging; pharmaceutical packaging experience is highly preferred.
• Bachelor's degree or 3-5 years of Customer Service leadership experience within a manufacturing environment.
• Proven ability and willingness to develop relationships with customers and internal functional partners.
• Broad and deep experience in all aspects of leadership and operations.
• Extensive experience with manufacturing ERP systems, preferably ePace & CERM.
• History of client-driven orientation with a strong focus on service excellence.
• Strong communication (written and verbal) and influencing skills.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance