Customer Operations Specialist; On-Site

Customer Operations Specialist (On‑Site)

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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).

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, and handling customer inquiries.

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.

• 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 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 composing correspondence.
• Work collaboratively with other functions to optimize business performance and customer satisfaction.
• Additional duties as assigned.

None

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

• 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…