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.