What are the responsibilities and job description for the Vice President Customer Experience position at Resource Label Group?
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 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.
Resource Label Group is seeking an accomplished Vice President, Customer Experience to play a crucial role in building and supporting a best-in-class customer experience team anchored in an environment of continuous improvement and learning development. You will lead a team of Customer Service leaders across multiple manufacturing sites, 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 President of the Wine Segment. This individual will oversee 3 Customer Service teams in Northern CA, OR and WA.
Responsibilities
Resource Label Group is seeking an accomplished Vice President, Customer Experience to play a crucial role in building and supporting a best-in-class customer experience team anchored in an environment of continuous improvement and learning development. You will lead a team of Customer Service leaders across multiple manufacturing sites, 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 President of the Wine Segment. This individual will oversee 3 Customer Service teams in Northern CA, OR and WA.
Responsibilities
- Implement and execute high-impact customer service and experience strategies focused on driving retention, expansion, and overall customer satisfaction. Establish efficient and balanced workflows that maximize efficiency and produce high levels of quality service.
- Recruit, develop, and retain a high-performing customer-focused team, ensuring teams have guidance, tools and resources to execute a consistent customer experience across all locations within the wine segment.
- Serves as coach / mentor for Customer Service leaders related to resolving customer conflicts, order fulfillment challenges, training, and personal career development.
- Monitors service metrics, ensuring KPIs are met or exceeded in assigned region, providing coaching and training as needed.
- 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.
- Bachelor's degree or 5-7 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.
- Paid Time Off and Paid Holidays
- Comprehensive and Competitive Medical, Dental and Vision coverage
- Company Paid Short-Term Disability Insurance and Life Insurance
- Additional Benefits – Long-Term Disability, Supplemental Life, Accident and Critical Illness Coverage Plans
- Excellent 401(k) retirement plan with generous company contribution
- 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.
