What are the responsibilities and job description for the Customer Service Representative position at RLG Healthcare?

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.

We are seeking a Customer Service Specialist to join our team in Garner, NC! This role goes beyond traditional customer service – it is a key position responsible for overseeing the entire order process, ensuring accuracy, efficiency, and seamless coordination with production. This role requires direct communication with customers, sales representatives, and production teams to manage order details, resolve inquiries, and oversee fulfillment timelines. The ideal candidate will have experience in customer-facing order management within a manufacturing, printing or packaging environment and the ability to handle multiple priorities in a fast paced setting.

This position is onsite at our Garner, NC, facility and will report to the Customer Service Manager.

Responsibilities :

Serve as the primary point of contact for customers regarding order status, specifications, and updates, ensuring seamless order processing from entry to fulfillment.
Review, confirm, and process customer orders, ensuring alignment with production schedules, manufacturing capacity, and shipping requirements.
Communicate with customers and sales teams to clarify specifications, requirements, delivery timelines, and special requests.
Maintain clear and fluid communication across all levels of the organization and notify all pertinent plant personnel of any special orders or requests around purchasing, production, or rush orders.
Work closely with production managers to align orders with manufacturing capacity and deadlines.
Participate in daily production meetings to ensure orders are progressing according to customer expectations; provide clear and timely updates to customers and sales teams regarding order changes, delays, or issues.
Route job jackets, artwork, and customer supplied materials to appropriate departments to ensure seamless production.
Update job tickets and production reports with clear and accurate notes and communicate adjustments to production staff to ensure all teams have a thorough understanding of the customer’s needs.
Receive tickets for shipped or delivered products to begin billing process, verifying all shipping information matches customer requests.
Promptly service or escalate customer inquiries and complaints, exhibiting excellent customer service and follow through.
Maintain detailed and accurate records of customer interactions, order modifications, and follow-ups.
Ensure all order documentation is complete, accurate, and accessible to relevant teams.
Other duties as assigned.

Qualifications :

3 years of experience in customer service, order management, or a similar role in manufacturing, preferably in printing or packaging.

Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously, ensuring timelines and expectations are met.

Ability to interpret technical specifications, job tickets, and production schedules.

Excellent communication skills, both verbal and written, for customer interactions and internal coordination.

Strong attention to detail with a commitment to accuracy in order processing and documentation.

Demonstrated ability to work independently, take initiative, and problem-solve to effectively manage the order process.

Strong relationship management skills, with a focus on providing excellent service and building long-term customer partnerships.

Proficiency in calculating figures such as discounts and percentages, along with the ability to read and interpret rulers, scales, and other measurement tools.

Proficient with ERP or order management systems and Microsoft Office

Ability to regularly sit, stand, walk, and lift up to 30 lbs

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

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

Check out this video to learn more about us!

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