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 is an onsite position, reporting to the Customer Service Manager at the Petaluma, CA plant.

• 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

• 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

• Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency
• Identify and elevate risks that could impact delivery, quality, or customer satisfaction
• Ensure accurate order management, documentation, pricing, and invoicing

• 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

• 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

• 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

• 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.

• Customer satisfaction and retention
• Responsiveness and SLA adherence
• Order accuracy and execution quality
• Cross-functional collaboration and execution consistency

Pay Range
: 70,000 - 75,000

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.

70,000 - 75,000

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…