The Local Manager, Customer Service leads plant‑based customer service operations while partnering closely with Regional Customer Service leadership, Regional Sales leaders, and plant Operations teams to ensure seamless order execution and production readiness. This role oversees the local customer service team responsible for complex, production‑critical customer work including order coordination, documentation accuracy, and exception management.

Reporting to the Regional Manager, Customer Service, the Local Manager translates organizational service strategies into reliable plant execution. They ensure customer orders are prepared accurately for production while maintaining strong collaboration with plant operations to support operational performance and customer satisfaction.

Responsibilities:

Plant Execution & Operational Coordination

• Lead the onsite customer service function supporting the plant's production environment and customer commitments.
• Serve as the primary Customer Service partner to plant leadership, prepress, and production teams.
• Ensure job jackets, production documentation, and order specifications are accurate and complete before production release.
• Coordinate plant‑level issue resolution and escalate customer or order risks when necessary.

Anchored Customer Management

• Oversee complex or high‑touch customer programs that require close coordination with plant operations.
• Ensure complex orders are entered accurately and production requirements are fully understood.
• Support customer issue resolution in partnership with Sales, Regional Customer Service leadership, and Operations.

Team Leadership

• Lead, coach, and develop local Customer Service Representatives.
• Build a high‑performing team focused on operational excellence, responsiveness, and customer satisfaction.
• Support employee development, performance management, and succession planning within the Customer Service organization.

Operational Performance

• Monitor plant‑level service metrics including order entry cycle time, order accuracy, backlog, and service levels.
• Drive continuous improvement initiatives that strengthen both customer experience and operational reliability.
• Ensure compliance with Customer Service standard work and regional service processes.

Regional Alignment

• Partner with the Regional Manager, Customer Service to align plant activities with regional service strategies.
• Collaborate with regional pooled teams to balance workload and ensure efficient execution of standardized work.
• Support onboarding of new business by coordinating customer requirements, documentation readiness, and production alignment.

Qualifications:

• 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 Label Traxx and Radius.

• History of client-driven orientation with strong focus on service excellence.

• Strong communication (written and verbal) and influencing skills.

Req Benefits:

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

• Paid Time Off and Paid Holidays
• Comprehensive and Competitive Medical, Dental, and Vision coverage
• Long-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.
• We believe in rewarding our employees with performance-based salary increases.

CLICK HERE to watch a video and learn more about us!

Your accessibility is important to us. Please let us know if you'd like accommodations to help us remove barriers so you can participate throughout the interview process.

Please note this is for an existing job vacancy and thank you for your interest in RLG!

Compensation: 95,000 - 105,000 CAD

Additional Details :

Resource Label Group, LLC (RLG) 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 locations across the U.S. and Canada, RLG provides national leadership and scale to deliver capabilities, technologies, systems, and creative solutions that customers require.

Please note that RLG may use AI tools to help rate applications. Applications are still reviewed by a member of our recruiting team, and candidates can choose to opt out of AI scoring when they apply.