TITLE: Client Operations Specialist
SUMMARY:
The Client Operations Specialist acts as the primary link between B2B clients, production, and technical teams. Reporting to the Production Manager, this full-time role ensures the daily health of order flows by monitoring progress, escalating issues, and maintaining transparent client communication.
RESPONSIBILITIES:
- Use the Sigma manufacturing platform to track orders and DNA sample statuses, identifying any deviations from normal processing patterns.
- Identify failed or delayed orders and quickly escalate production issues to the Nutra Production Manager or technical issues to the appropriate channels.
- Serve as the main point of contact for partner clients, providing professional updates on production status and managing inbound support tickets.
- Participate in daily standups to align client needs with production realities and technical capabilities.
- Document operational friction and manual tasks, proposing and testing system or workflow enhancements to increase efficiency.
- Support the operational setup of new clients and monitor external partner systems for data discrepancies before they impact production.
- Monitor order compliance alongside standard operating procedures (SOPs) unique to supplement manufacturing (e.g., allergen isolation routing, specific dosage form delays, or stability testing timelines).
- Adhere to all Company Policies, Standard Operating Procedures (SOPs), and Good Manufacturing Practices (cGMPs).
- Support all food safety and quality systems requirements by committing to meet all pertinent regulatory, customer, certifying body, GFSI, and company requirements.
- Performs other duties as assigned.
SKILLS AND ABILITIES:
- Ability to navigate software to spot anomalies and recognize when system behavior deviates from the norm.
- Skilled at translating complex technical or production activity into clear, direct client updates while calibrating urgency.
- Strong judgment on when to act independently versus when to escalate issues to prevent client impact.
- Maintains high accuracy across multiple data points and remains calm and communicative during production disruptions.
- Self-directed interest in improving workflows and a curiosity about the supplement manufacturing domain.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent required.
- Bachelor’s Degree in related field, or 1-3 years experience in related field.
- Minimum 1–3 years of experience working within a nutraceutical manufacturing, dietary supplement, or health and wellness contract manufacturing environment.
- Hands-on experience working with industry-specific data, including batch records, lot numbers, expiration dating, and raw material tracking.
- Regulatory Awareness: Basic familiarity with cGMP (Current Good Manufacturing Practices) environments and FDA guidelines for dietary supplements to understand why production holds or quality deviations occur.
PHYSICAL DEMANDS:
- Ability to sit, view a computer screen, and use your hands/fingers for six (6) to eight (8) hours.
- Occasionally (up to three hours) walk through the office and warehouse as needed.
- Occasionally (up to three hours) reach above/below should level, stoop, kneel or crouch.
- Ability to speak and hear (in person/phone) throughout the shift (up to eight hours)
- Good eye/hand coordination.
- Occasionally lift or carry up to 25 pounds
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
