What are the responsibilities and job description for the Regional Manager, Customer Service - Midwest position at Resource Label Group?
The Regional Manager, Customer Service leads multi-site customer service teams while partnering closely with Regional Sales and Operations leadership to drive profitable growth, exceptional service performance, and scalable execution.
This leader oversees both centralized customer service teams and plant-based Customer Service leaders, ensuring the right work is handled by the right teams while maintaining strong local plant execution. You will play a pivotal role in translating regional growth strategies into staffing plans, service models, and operational improvements that support long-term customer relationships.
The ideal candidate is located and willing to travel within the Midwest region, which includes locations in Chicago, IL, and Nixa, MO.
Responsibilities
Commercial Partnership & Growth Enablement
This leader oversees both centralized customer service teams and plant-based Customer Service leaders, ensuring the right work is handled by the right teams while maintaining strong local plant execution. You will play a pivotal role in translating regional growth strategies into staffing plans, service models, and operational improvements that support long-term customer relationships.
The ideal candidate is located and willing to travel within the Midwest region, which includes locations in Chicago, IL, and Nixa, MO.
Responsibilities
Commercial Partnership & Growth Enablement
- Serve as a key regional partner to Sales and Operations leadership.
- Support revenue growth initiatives, customer onboarding, and major account strategies.
- Align staffing and capacity planning to customer demand and pipeline forecasts.
- Participate in customer escalations and executive-level account discussions.
- Lead regional customer service teams and plant-based Customer Service Managers.
- Develop strong leadership pipelines and succession plans.
- Drive coaching, performance management, and professional development across teams.
- Own regional service performance metrics including order entry cycle time, service level attainment, customer experience, and exception rates.
- Build regional service processes that support sales growth and customer commitments while protecting plant execution and delivery reliability.
- Lead continuous improvement initiatives that improve efficiency and customer experience.
- Design workforce plans that balance centralized support with plant-based execution to enable regional growth and protect operational performance.
- Partner with fellow Regional Customer Service leaders to share pooled resources across regions and flex capacity as customer demand and commercial priorities evolve.
- Identify and deploy shared-services models and technology that expand capacity, improve responsiveness, and support profitable growth.
- Maintain strong controls around documentation, compliance, and production-critical processes.
- Ensure customer commitments are executed reliably across sites.
- Lead transformation projects and service model pilots that support scalable growth.
- Bachelor’s degree or equivalent experience.
- 7 years of leadership experience in customer service, operations, or commercial enablement within a manufacturing or industrial environment.
- Proven experience leading multi-site teams.
- Strong track record partnering with Sales leaders to drive growth.
- Expertise in ERP or order-to-cash systems.
- Excellent communication and executive-level influencing skills.
- Willingness to travel up to 25%.
- Background in print, packaging, or regulated manufacturing.
- Experience leading regional or shared-services organizations.
- Financial and workforce-planning acumen.