Customer Operations Specialist (On-Site)

Lief Labs is a premier formulation and product development innovator and manufacturer of dietary supplements. Our in-house product development and R&D team creates the best-tasting and cutting-edge supplement formulations. Lief also houses a state-of-the-art, full-service Current Good Manufacturing Practice (cGMP) manufacturing facility, which offers custom solutions for many supplement categories. Lief collaborates with entrepreneurial firms to help them build premier brands. Our turnkey solutions allow us to engage in seamless partnerships that help brands with scalability and sustainable growth. Lief Labs is in the Santa Clarita Valley (Valencia, CA.)

Summary

The Customer Operations Specialist will play a crucial role in ensuring a seamless and positive experience for our customers by managing various customer operations functions. The Operations Specialist provides operational, administrative, analytical, and technical support to Sales and Operations teams across the organization. This role may include assisting supervision with scheduling work, briefing employees, completing tasks, communicating with other departments, assisting team members, handling customer inquiries, etc.

The primary objective of this role is to work cross-functionally to ensure the timely and accurate processing and management of our customer’s sales orders, and to ensure the organization is meeting or exceeding our enterprise customer On-time & In-full metrics.

Responsibilities

• Order Processing and Fulfillment:
  • Efficiently process customer orders ensuring accuracy and timeliness.
  • Collaborate with the logistics and distribution teams to coordinate order fulfillment, with an emphasis on fulfilling order on-time and in full.
• Customer Inquiries and Issue Resolution:
  • Act as primary point of contact for customers in relation to order management and fulfillment.
  • Respond promptly to customer inquiries via phone, email, or chat.
  • Resolve customer issues and complaints with a focus on providing excellent service.
• Process / Capability Knowledge:
  • Develop and maintain a comprehensive understanding of internal operational processes and capabilities.
  • Assist customers with operations / execution related issues and questions.
• Documentation and Record Keeping:
  • Maintain accurate and up-to-date customer records and order documentation.
  • Generate reports and analyze data to identify trends and areas for improvement.
• Process Improvement:
  • Identify opportunities to streamline customer operations processes.
  • Collaborate with cross-functional teams to implement improvements and enhance overall efficiency.
• Communication:
  • Communicate effectively with internal teams to address customer needs and concerns.
  • Provide timely updates to customers regarding order status and relevant information.
• Identify challenges and proactively seek solutions as they pertain to the execution of customer orders.
• Analyze complex issues and develop effective resolutions.
• Respond to customer inquiries, which may include, but are not limited to, gathering information from operations leadership, speaking with customers and explaining company processes.
• Collaborate with other departments and teams to achieve common goals.
• Communicate effectively with internal and external stakeholders.
• Foster open communication channels within the organization.
• Provide general administrative support for day-to-day managerial and departmental needs and special projects, which may include but are not limited to, composing correspondence.
• Work collaboratively with other functions to optimize business performance and customer satisfaction.
• Additional duties as assigned.

Supervisory Responsibilities

None

Minimum Qualifications

Education

High school diploma or equivalent work experience. Bachelor’s degree in business, Supply Chain, Operations Management, or a related field preferred.

Experience:

• 3-5 years (10 years for “Sr.” ) proven experience in supply chain, customer service or customer operations roles within the nutraceutical or consumer goods industry.
• Strong communication and interpersonal skills.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Proficient in using CRM systems, Microsoft Office, and other relevant tools.
• Experience in a similar role within the nutraceutical or wellness industry.
• Knowledge of healthcare regulations related to customer operations.
• Familiarity with ERP systems.

Skills/ Abilities

• Excellent communication, leadership, and interpersonal skills.
• Ability to lead and motivate a team, fostering a collaborative and results-driven atmosphere.
• Detail-oriented mindset with a focus on quality and accuracy.
• Problem-solving skills and the ability to make informed decisions in a fast paced environment.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Flexibility to work occasional weekends, holidays, or overtime as production demands.

Travel

Travel if needed is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Work Environment

The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate. Field conditions vary.

Exposed to various raw materials, including allergens (i.e. milk, eggs, fish, shellfish, tree nut, peanuts, wheat, soy).

Physical Demands

While performing the duties of this job, the employee may regularly require talking, hear and grasp items.

General office environment; this position requires sitting for extended periods, working with a computer, and occasional lifting of items up to 10 lbs.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Additional Information
The Salary Range for this position at Lief Labs is $68,640 – 77,000 (USD). Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to market demands, experience, training, skills, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, wellness benefits, education reimbursement program, and PTO.

Lief is an Equal Opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, or sex, including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Suppose you are a qualified individual with a disability or a disabled veteran. In that case, you have the right to request accommodation if you are unable or limited in your ability to use or access our career center due to your disability. To request an accommodation, contact the Lief Human Resources department.

Lief will consider employment-qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring.

Lief uses E-Verify to confirm work eligibility in the United States. E-Verify compares the information on your Form I-9, Employment Eligibility Verification, to official government records.

Salary : $68,640