ABOUT THE ROLE
The Customer Experience Manager at Adept Life Sciences owns the end-to-end customer experience for our contract manufacturing clients and sets the standard for the highest level of customer support in the industry. Acting as the customer's primary advocate inside the company, this dynamic, dedicated, and hard-working leader drives results across sales, R&D, production planning, quality, and logistics so that every commitment we make is a commitment we keep. They manage the full order lifecycle — onboarding, quoting, R&D, production, proactive status updates, and on-time delivery — ensuring each order meets the highest expectations for quality, responsiveness, and reliability.
Above all, the Customer Experience Manager treats responsiveness as non-negotiable: anticipating needs, communicating early and often, and resolving issues with genuine urgency. They build deep, loyal client relationships and an unwavering bond of trust, and they relentlessly raise the bar on service levels, retention, and account growth.
We're looking for someone who is energized by going the extra mile, takes personal ownership of every client's success, and brings the drive, dedication, and work ethic to make Adept the easiest — and most trusted — partner our customers have. The hours for this position are 7:00am - 3:30pm Monday through Friday with the expectation you that be available off hours to respond to customer inquiries.
KEY RESPONSIBILITIES & DUTIES
The Customer Experience Manager will plan, direct, and coordinate customer-facing activities across the order lifecycle to deliver an exceptional client experience, meet commitments, and support the company’s growth in contract manufacturing of dietary supplements and nutraceutical products.
Customer Relationship Management & Advocacy
● Serve as the primary point of contact and trusted advisor for assigned contract manufacturing accounts, building long-term relationships that drive retention and growth.
● Act as the voice of the customer internally, ensuring client priorities are understood and represented across sales, production, quality, and supply chain teams.
● Conduct regular account reviews, gather feedback, and proactively identify opportunities to improve service, expand programs, and increase customer lifetime value.
● Develop a deep understanding of each customer’s product lines, brand requirements, and business goals to anticipate needs and tailor service accordingly.
Order Lifecycle & Account Coordination
● Manage the full order lifecycle, from initial inquiry, quoting, and onboarding through production scheduling, fulfillment, and post-delivery follow-up.
● Coordinate with sales and production planning to confirm timelines, capacity, and material availability, setting realistic and clearly communicated expectations with customers.
● Track open orders, monitor progress against committed dates, and proactively communicate status updates, changes, and potential delays to customers.
● Partner with purchasing and supply chain to align raw material and component readiness with customer production schedules.
● Maintain accurate customer records, order documentation, and account details within CRM and ERP systems.
Issue Resolution & Quality Partnership
● Own the intake, triage, and resolution of customer concerns, complaints, and special requests, driving timely closure with clear ownership and follow-through.
● Partner with the Quality team on customer complaint handling, deviations, and corrective actions, ensuring responses are accurate, compliant, and customer-appropriate.
● Coordinate the flow of customer-facing documentation, including specifications, Certificates of Analysis (COAs), and labeling approvals, in collaboration with Quality and Regulatory.
● Escalate risks to delivery, quality, or satisfaction promptly, and lead cross-functional problem-solving to protect the customer relationship.
Onboarding, Communication & Documentation
● Lead onboarding for new customers and new product programs, guiding clients through the requirements, timelines, and handoffs of contract manufacturing.
● Prepare and deliver clear, professional communications, including order confirmations, status reports, and meeting summaries.
● Maintain service-level standards for response time, follow-up, and proactive outreach across all assigned accounts.
● Document customer requirements and expectations accurately so they can be translated into production and quality specifications.
Continuous Improvement & Cross-Functional Collaboration
● Monitor customer experience metrics such as on-time delivery, response time, satisfaction, and retention, and report on trends and improvement opportunities.
● Identify recurring pain points and partner with operations, planning, and quality to implement process improvements that enhance the customer experience.
● Contribute to the development of customer experience policies, playbooks, and standard operating procedures.
● Support sales with quoting, account handoffs, and renewal or expansion discussions for existing customers.
● Collaborate with leadership to align customer experience strategy with overall business and growth objectives.
WHAT SUCCESS LOOKS LIKE
Customer Satisfaction & Retention
● Assigned accounts report high satisfaction, and customer retention and program growth trend upward year over year.
● Customers consistently describe communication as proactive, clear, and responsive.
● Exceed customer expectations at all times.
Order Execution & On-Time Delivery
● Orders move through the lifecycle smoothly, with on-time delivery and commitment dates met or exceeded.
● Customers receive timely, accurate status updates, with no surprises on timing or scope.
Issue Resolution & Continuous Improvement
● Customer concerns and complaints are resolved within defined timeframes, with verified follow-through.
● Recurring issues are identified and addressed through documented process improvements that measurably raise service levels.
QUALIFICATIONS & SKILLS
EDUCATION & EXPERIENCE
● Bachelor’s degree, preferably in business, communications, supply chain, life sciences, or a related field.
● Minimum of five (5) years of relevant experience in customer experience, account management, customer service, or client success, preferably in dietary supplement, nutraceutical, food, or contract manufacturing.
SKILLS (REQUIRED)
● Proven ability to manage multiple customer accounts and competing priorities in a fast-paced manufacturing environment.
● Excellent written and verbal communication skills, with the ability to translate technical and quality information into clear customer-facing messaging.
● Strong problem-solving, organizational, and follow-through skills, with a bias toward proactive communication.
● Working knowledge of order management, production scheduling, and supply chain concepts.
● Proficiency with CRM and ERP systems, as well as standard office and reporting tools.
● Familiarity with cGMP and the regulatory environment for dietary supplements (21 CFR Part 111) sufficient to coordinate effectively with Quality and Regulatory teams.
● A customer-first mindset paired with sound business judgment and the ability to balance client needs with operational realities.
● Adaptability and a willingness to learn new tasks and procedures as the business evolves.
● Desired fluency in additional languages to support a diverse customer base and workforce.
PREFERRED EXPERIENCE (NOT REQUIRED)
● Experience in nutraceuticals, food manufacturing, or other regulated contract manufacturing environments.
● Familiarity with manufacturing documentation (COAs, specifications, labels, etc.).
● Experience supporting production schedules, logistics coordination, or supply planning.
● Experience with quoting, pricing, or account-renewal processes.
● Background in account management or customer success within a B2B services organization.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
● Primarily office-based, with computer work up to 8 hours per day and extended periods of sitting.
● Frequent communication via phone, email, video conference, and in-person discussions.
● Periodic time on the manufacturing floor, including exposure to powders and ingredients, noise, and temperature variation; personal protective equipment (PPE) may be required.
● Occasional work in a fast-paced production-support environment, with some flexibility required to meet customer and production needs.
BENEFITS
● Group healthcare, vision, and dental benefits effective 60 days after start.
● Paid vacation accrued equal to two weeks annually.
● Five (5) days of sick leave accrued each year.
● Paid holiday benefits currently equal to seven (7) days annually.
Pay: From $70,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- What is your pay expectation for this position?
Work Location: In person
