Client Support Specialist

2 weeks ago

Franklin, Tennessee, United States Resource Label Group LLC Full time

Position Overview:

Resource Label Group, LLC stands as a premier provider of comprehensive label and packaging solutions. Our extensive product range encompasses pressure-sensitive labels, shrink sleeves, RFID/NFC technology, eco-friendly product options, scent activation technology, and pharmaceutical packaging along with fulfillment services. We cater to a variety of sectors including food, beverage, chemicals, household goods, personal care, nutraceuticals, pharmaceuticals, medical devices, and technology. With multiple locations across North America, we offer national leadership and the scale necessary to deliver the innovative capabilities, technologies, systems, and creative solutions our clients demand.

As we expand, we seek skilled individuals to enhance our workforce. Every team member plays a vital role in our collective success. We foster a collaborative, employee-focused culture that leverages technology to provide valuable and creative solutions. Our core values guide our interactions with one another and shape our relationships with clients.

Role of the Customer Service Representative:
This position is essential in supporting the sales process by managing customer orders through order entry and basic account management. The ideal candidate will possess strong technological and communication skills, along with a genuine enthusiasm for customer service. Experience in a manufacturing or related environment is highly advantageous. This role reports to the Regional Manager of Customer Service.

Key Responsibilities:

  • Engage directly with both internal and external clients to gather customer information and product specifications.
  • Receive and review purchase orders from clients via various communication channels, ensuring accuracy before confirming orders.
  • Input new purchase orders into the system tailored to specific jobs and customer needs, including any delivery or shipping requirements. Maintain clear communication with relevant plant personnel regarding special orders.
  • Direct supplies, job jackets, and materials such as artwork and prints to the appropriate work areas to initiate production.
  • Address inquiries and complaints promptly, demonstrating exceptional service and follow-through.
  • Prioritize tasks effectively, selecting the best options to meet business needs.
  • Process tickets for shipped or delivered products, beginning the billing process and verifying shipping reports against packing lists.
  • Consistently strive to exceed customer expectations.

Desired Attributes:

  • Problem Solving: Proactively identifies and escalates issues; communicates information effectively; collaborates well in group problem-solving scenarios.
  • Initiative: Recognizes personal strengths and areas for growth; actively seeks training and development opportunities.
  • Customer Focus: Anticipates potential customer issues and escalates as necessary; responds promptly to customer needs.
  • Conflict Management: Focuses on resolution rather than blame; maintains confidentiality and listens actively.
  • Communication: Articulates thoughts clearly and persuasively; engages in active listening and provides thoughtful responses.
  • Teamwork and Collaboration: Balances individual and team responsibilities; welcomes feedback and contributes to a positive team environment.

Qualifications:

  • One to two years of relevant experience or training, or an equivalent combination of education and experience.
  • Experience in a manufacturing or similar setting is preferred, particularly in the printing or packaging sectors.
  • Ability to interpret business documents and technical procedures; capable of writing reports and business correspondence.
  • Mathematical proficiency for calculating figures and amounts; ability to utilize measurement tools effectively.
  • Physical requirements include regular sitting and occasional standing or walking.

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