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Head of Customer Operations

4 months ago

Industry, United States Best Formulations Full time

Best Formulations LLC., a diversified nutraceutical company headquartered in City of Industry, California, is a contract manufacturer and private labeler of thousands of branded, high quality nutritional supplements including softgels, tablets, capsules, powders, and teas.

**About the role**:
We are a trusted partner to our customers when it comes to innovation and have one of the strongest R&D, product formulation and technical teams in the industry. We are recognized as the leader in plant-based softgel innovation and our ability to encapsulate difficult formulas. We seek out innovation across our entire business and pass that knowledge and expertise to our customers.

The **Head of Customer Operations **will play a pivotal role in driving the growth and success of our company by leading our sales and customer operations teams. The position works closely with Sales, Brokers, R&D, Operations and Supply Chain and Quality to onboard new customers, new products with existing customers, and manage any issues related to fulfilling customer orders. The position will be responsible for driving revenue growth, enhancing strong customer relationships, and optimizing efficiency within our sales and customer operations departments.

**How will you contribute**:
**Sales Leadership**:

- Working with Chief Commercial Officer, Plant Manager, and Global Sales Operations head. Develop and implement strategic sales plans to achieve company objectives and revenue targets through the Customer Service, Project Management, and Technical Support teams, in USA and at HQ
- Lead and mentor the sales operations team including Project Managers and Customer Service to drive performance and exceed sales goals.
- Identify new business opportunities and market trends to expand our customer base.
- Foster relationships with key clients and raw material partners to enhance business development efforts.
- Analyze market trends, customer needs, and competitive dynamics to refine sales strategies and product offerings.
- Establish sales metrics, KPIs, and performance goals to measure progress and drive continuous improvement.

**Customer Operations Management**:

- Oversee all aspects of customer operations, including order processing, logistics, and customer service.
- Ensure seamless coordination between sales, production, and logistics teams to meet customer demands and delivery timelines.
- Implement and optimize processes and systems to enhance operational efficiency and customer satisfaction.
- Oversee out technical support, customer service and business support team in both the USA and China.
- Resolve escalated customer issues and inquiries in a timely and professional manner, maintaining a high level of customer satisfaction.
- Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.
- Act as a primary point of contact for key accounts, addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Collaborate cross-functionally with operations, R&D, and quality assurance teams to meet customer requirements and exceed expectations.
- Implement systems and processes to streamline order management, inventory control, and logistics to enhance the customer experience.
- Continuously assess and optimize operational processes to improve efficiency, reduce costs, and enhance customer experience.
- Ensure perfect alignment between the Project Management teams in AMER and in China, to deliver a seamless customer experience to all Sirio and Best Formulations customers.
- Develop, coach and expand the team to create, in due time, an inside sales structure to do direct selling to small sized AMER customers.

**Minimum Requirements/Qualifications**:

- Bachelor’s degree in Business Administration, Marketing, or related field: MBA preferred.
- Minimum of 7-10 years of progressive experience in sales leadership and customer operations management, preferably in the nutraceutical or pharmaceutical industry, with a proven track record of driving revenue growth and exceeding target.
- Strong leadership and team building skills, with the ability to inspire and motivate teams to achieve results.
- Exceptional communication and negotiation skills, with the ability to build and maintain relationships with key stakeholders.
- Analytical mindset with proficiency in data analysis, forecasting and sales performance metrics.
- Knowledge of regulatory requirements, quality standards, and industry best practices in the nutraceutical sector.
- Proficiency in CRM software and other sales and operations tools.
- Ability to thrive in a fast paced, dynamic environment and adapt to changing priorities.
- Work environment may involve exposure to allergens such as Soy, Wheat, Fish, Shellfish, Milk, Egg, Tree Nuts and Sesame.

**What Best Formulations can offer you**:

- 401(k) with company match
- Tuition reimbursement
- Medical/Dental/Vision/Pet Insurance
- Health & Wellness programs
- G