Regional Customer Service Manager, Canada

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.

We are currently recruiting for a Regional Customer Service Manager in Canada. The Regional Manager, Customer Service will play a crucial role in building and supporting a best-in-class customer service team anchored in an environment of continuous improvement and learning development. Manages, in a matrixed organization, a team of Customer Service leaders across multiple locations who are responsible for providing strong service and responsiveness to both internal and external customers while driving performance via KPI’s and monitoring compliance to company standard work and procedures. This position reports to the Director, Customer Service.

This will remain an internal job posting through Thursday, 6/29/2023, before being posted publicly for external applicants.

• Strong communication (written and verbal) and influencing skills.
• History of client-driven orientation with strong focus on service excellence.
• Ability to travel, up to 20%.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Extensive experience with manufacturing ERP systems, preferably Label Traxx and Radius.
• Supports identification and creation of customer service standard work and ensures proper execution within locations.
• Bachelor's degree or 5-7 years Customer Service leadership experience within a manufacturing environment.
• Responsible for supporting and executing customer service and experience strategies.
• Serves as coach / mentor for Customer Service leaders related to resolving customer conflicts, order fulfillment challenges, training, and personal career development.
• Manages Customer Service teams across locations to ensure alignment with organizational initiatives.
• Develops strong relationships with internal customers within assigned sites to advocate for standardized processes that support best-in-class service while maintaining efficiency and cost-effectiveness.
• Participates in special projects and performs other duties as assigned.
• Proven ability and willingness to develop relationships with customers and internal functional partners.
• Broad and deep experience in all aspects of leadership and operations.
• Monitors service metrics, ensuring KPIs are met or exceeded in assigned region, providing coaching and training as needed.

Why Work with us? Take a look at all we have to offer!

• We believe in rewarding our employees with performance-based salary increases.
• Paid Time Off and Paid Holidays
• Company Paid Short-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.
• Additional Benefits – Long-Term Disability, Supplemental Life, Accident and Critical Illness Coverage Plans
• Comprehensive and Competitive Medical, Dental and Vision Coverage
• Excellent 401(k) retirement plan with generous company contribution

Check out this video to learn more about us! https//vimeo.com/553408937/659ab4290f