Customer Service Account Manager

As a Customer Service Account Manager, you are responsible for managing complex customer accounts and ensuring consistent execution across customer service, production, scheduling, prepress, quality, and sales functions. This is a critical Customer Service role designed for experienced, highly capable team members who manage high-touch accounts requiring elevated operational coordination and customer support.

You serve as the primary point of contact for assigned customers, ensuring orders, timelines, specifications, and customer expectations are executed accurately and efficiently. This role plays a key part in protecting customer satisfaction, supporting operational execution, and driving consistency across the customer experience. The Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

This position reports directly to the Manager, Customer Service.

Key Responsibilities:

Customer Account Management

Build and maintain strong relationships with assigned customer accounts

Serve as the primary customer contact for order execution, issue resolution, and day-to-day communication

Maintain a strong understanding of customer requirements, timelines, and expectations

Complex Execution & Coordination

Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales

Manage complex customer requirements, revisions, priorities, and escalations

Ensure accurate and timely execution from order placement through delivery

Operational Performance

Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency

Identify and escalate risks that could impact delivery, quality, or customer satisfaction

Ensure accurate order management, documentation, pricing, and invoicing

Customer Support & Retention

Support customer satisfaction and long-term account retention

Partner with Sales and internal teams to support onboarding, expansions, and customer initiatives

Help resolve customer concerns quickly and professionally

Cross-Functional Collaboration

Work closely with internal teams to improve communication, alignment, and execution

Participate in customer meetings, business reviews, and operational discussions as needed

Support continuous improvement and standardization initiatives

What We're Looking For:

Customer Focus - Builds trust with customers through responsiveness, accountability, and strong execution

Operational Mindset - Understands manufacturing workflows, timelines, and the importance of execution accuracy

Communication & Collaboration - Communicates effectively across customers, plants, and cross-functional teams

Adaptability & Initiative - Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes

Problem Solving - Identifies issues proactively and drives solutions with urgency and professionalism

Organization & Multitasking - Effectively manages multiple priorities, timelines, customer requests, and operational activities

Qualifications:

Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.

Quick learner who will dive headfirst into the product and team environments to understand intricacies.

Strong desire to provide the ultimate Customer Experience.

Strong sense of urgency and the ability to multitask.

Ability to meet strict internal and external timelines & milestones.

Ability to effectively provide, receive and respond positively to constructive feedback.

Ability to produce professional documents, including spreadsheets, correspondence, and email.

Strong communication skills, both written and verbal, applicable in a corporate environment.

Success Measures:

Customer satisfaction and retention

On-time delivery support

Responsiveness and SLA adherence

Order accuracy and execution quality

Escalation resolution effectiveness

Cross-functional collaboration and execution consistency

Pay Range: 50,000 - 70,000 CAD

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: 50,000 - 70,000 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.