Customer Service Specialist (CSR II)

Resource-Label-Group; Newark (CA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental and Vision coverage

401(k) retirement plan

Training and growth opportunities

Life Insurance

Job summary

Resource Label Group is seeking a Customer Service Specialist (CSR Level II) in Newark, CA to ensure accurate order processing and proactive communication across the order lifecycle. You will collaborate with Customer Service, Production, Scheduling, Prepress, Quality, and Sales to meet customer expectations consistently.

The role focuses on delivering responsive service, managing moderate-complexity orders, and driving operational efficiency in a fast-paced manufacturing environment with

Qualifications

• 2–3+ years of customer service, sales support, or manufacturing coordination.
• Manufacturing, print, packaging, labels or related industry experience preferred.
• Exposure to flexographic, digital, RFID, offset, lithographic print technologies preferred.
• Strong organizational and multitasking abilities.
• Excellent communication and customer service skills.
• ERP/system experience preferred.

Responsibilities

• Serve as a primary contact for order entry, updates, and daily communication.
• Receive and process orders, artwork, pricing requests, and related documentation.
• Review orders for completeness, accuracy, and production readiness prior to release.
• Maintain accurate customer records, order documentation, and system updates.
• Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, and Sales.
• Support movement of jobs through the production lifecycle from order receipt through shipment.
• Coordinate artwork, proofs, approvals, and supporting documentation.
• Communicate timelines, changes, and customer requirements clearly to internal teams.
• Support key service metrics including responsiveness, order accuracy, and on-time delivery.
• Escalate complex issues to appropriate teams as needed.

Skills

Customer service

Communication

Organization

Multitasking

ERP systems

Tools

ERP system

Job description

As a Customer Service Specialist (CSR Level II), you play a key role in delivering a consistent, responsive customer experience while supporting efficient execution across the customer service organization. This role supports customer accounts through either an Anchored or Regional Pool structure depending on customer complexity, business needs, and regional alignment.

You will work closely with customers and internal teams to ensure accurate order processing, timely communication, and smooth coordination throughout the order lifecycle. The Customer Service Specialist supports day-to-day execution across Customer Service, Production, Scheduling, Prepress, Quality, and Sales functions to help ensure customer expectations are met consistently and efficiently.

Customer Service Specialists are expected to manage moderate-complexity customer requirements while supporting operational consistency, responsiveness, and strong customer execution.

This role 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.

Customer Support & Order Management

• Serve as a primary customer contact for order entry, order updates, and day-to-day communication
• Receive and process customer orders, artwork, pricing requests, and related documentation
• Review orders for completeness, accuracy, and production readiness prior to release
• Maintain accurate customer records, order documentation, and system updates

Execution & Coordination

• Coordinate activities across:
  • Customer Service
  • Production
  • Scheduling
  • Prepress
  • Quality
  • Sales
• Support the movement of jobs through the production lifecycle from order receipt through shipment
• Coordinate artwork, proofs, approvals, and supporting documentation
• Communicate timelines, changes, and customer requirements clearly to internal teams

Operational Performance

• Support key service and operational metrics including:
  • responsiveness
  • order accuracy
  • on-time delivery
  • service consistency
• Identify and elevate issues that may impact:
  • production
  • delivery
  • customer satisfaction
• Support accurate billing, shipping verification, and documentation processes

Customer Experience

• Respond to customer questions, concerns, and requests with urgency and professionalism
• Resolve routine customer issues while escalating more complex concerns appropriately
• Maintain strong communication and follow-through throughout the order lifecycle
• Support a positive, customer-focused experience across all interactions

Cross-Functional Collaboration

• Work collaboratively across plants and functions to improve communication and execution consistency
• Support standardized processes, workflows, and documentation practices
• Contribute to continuous improvement and operational consistency initiatives

What We're Looking For

• Customer Focus - Builds trust with customers through responsiveness, professionalism, and strong follow-through.
• Execution & Attention to Detail - Maintains accuracy and organization while managing multiple orders, timelines, and priorities.
• Communication & Collaboration - Communicates effectively with customers and cross-functional teams in a fast-paced environment.
• Adaptability & Initiative - Embraces change, learns quickly, and takes ownership of assigned work and responsibilities.
• Problem Solving - Identifies issues proactively and works with internal teams to support timely resolution.
• Teamwork - Works collaboratively across functions and supports a shared operating model.

Qualifications & Experience

• 2--3+ years of Customer Service, Sales Support, or manufacturing coordination experience
• Manufacturing, print, packaging, labels, or related industry experience preferred
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
• Strong organizational and multitasking skills
• Strong communication and customer service skills
• ERP/system experience preferred
• Ability to work in a fast-paced, team-oriented manufacturing environment

Success Measures

• Order accuracy
• Responsiveness and SLA adherence
• Documentation and process accuracy
• Cross-functional collaboration and execution consistency

Posted Pay Range: $25-28/hour

About Us

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.

Pay Range

$25 - $28

Benefits Summary

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