Customer Service Manager

RLG Healthcare, a division of Resource Label Group, LLC, leads the way in providing innovative packaging solutions to the Healthcare market. RLG Healthcare provides a one-stop shop for all pharmaceutical packaging needs including labels, folding cartons and boxes, inserts, outserts, IFUs and DFUs, Med Guides, and physician support literature. Our industry-best lead times are made possible by our coast-to-coast manufacturing footprint and our dedicated team of packaging specialists with a passion for quality and service.

The RLG Healthcare division is seeking a Customer Service Manager to join our growing team in Garner, NC! The site manager will play a crucial role in building and supporting a customer service team anchored in an environment of continuous improvement and learning development. The ideal candidate is a solutions-oriented individual, who excels at cross-functional collaboration, is a dynamic leader and can hold the business accountable to driving best-in-class customer service. This individual will manage an onsite and remote CS team responsible for:

• Providing strong service and responsiveness to both internal and external customers alike
• Driving performance via KPI’s
• Monitoring compliance to company standard work and procedures
• Owning print jobs from inception to completion

This role reports to the Regional Customer Service Manager.

Responsibilities:

• Leads Customer Service team and function at production site, successfully liaising with cross-functional teams, including pre-press, production, sales, and accounting, to exceed customer expectations for service and quality.
• Serves as coach/mentor for Customer Service Representatives related to resolving customer conflicts, order fulfillment challenges, training, and personal career development.
• Monitors service metrics, ensuring KPIs are met or exceeded, providing coaching and training as needed.
• Collaborates with Regional Manager and other site level managers on standard work practices that facilitate speed and ease of doing business with the RLG Healthcare division.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of services quality and customer satisfaction.
• Hires, trains, assesses, and develops Customer Service team members to align with Customer Experience strategy and RLG’s expectations for best-in-class service.
• Participates in special projects and performs other duties as assigned.

Qualifications:

• Proven expertise in new business development with a focus on pharmaceutical and healthcare industries.
• 2-3 years of print experience preferred, whether commercial print or packaging experience. Pharmaceutical packaging is highly preferred.
• Bachelor’s degree or 3-5 years 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 strong focus on service excellence.
• Strong communication (written and verbal) and influencing skills.