Production and Customer Service Liaison

Job Description

Job Description

Job Summary:

The Production and Customer Service Liaison provides exceptional customer service to clients and supports internal teams by coordinating all administrative aspects of replenishment orders for all custom product accounts. This role acts as a central point of contact between clients and departments such as Sales, Production, Product Development, Fulfillment, and Purchasing. The position collaborates with all managers and departments. The Production and Customer Service Liaison is supported by the Operations Manager under the President’s guidance, and it is required to follow specific processes.

This position is not authorized to enter the Manufacturing Area.

Responsibilities:

• This position ensures the company adheres to Good Manufacturing Practices as per ISO 22716, maintaining quality and compliance, and also provides thorough documentation of all actions.
• Support ongoing excellent customer relations.
• Verify all details of documents and data entry, communicate in a timely manner, process and track orders, and troubleshoot issues.
• Maintain accurate timelines, ensuring the seamless flow of information across all teams involved.
• Coordinate and perform the sales, administrative, and production-related needs of each client account.
• Process and track all custom product replenishment orders from initiation through completion, through Production and/or Fulfillment, ensuring all steps align with the client's due dates and timelines.
• Maintain accurate due dates, order statuses, and supporting documentation in internal systems and proactively update them as needed.
• Initiate and send price quote requests upon receipt of a replenishment order if the quote has expired
• Support, as needed, client-specific logistics (e.g., Amazon shipping, EDI, etc.).
• Vet new or updated orders with clients for any new parts or changes and route those orders to Product Development.
• Liaise closely with the Client, Production, Product Development, Warehouse and purchasing to ensure all components, materials, and timelines are aligned for successful order fulfillment.
• Create product profile work orders (with attached PO and supporting documents) and submit them to the Production department.
• Enter and update order information in the Dashboard, Tasks, and Teams, ensuring all relevant comments and links are current.
• Handle follow-up questions from customers to help resolve any discrepancies.
• Update the customer’s records accordingly.
• Enter all sales orders for incoming purchase orders for custom clients and submit them to the accounting department.
• Create Material Destruction Forms, packing slips, and send component inventory reports when requested
• Maintain and update all PO template forms for all Spa & Resort Clients
• Troubleshoot customer issues and escalate to higher management only after all internal solutions have been exhausted.
• Assist PD with updates related to product name changes and update client file folders and template document titles.
• Point out inaccuracies in paperwork and follow up with PD prior to order processing and follow up as needed.
• Follow up via email, phone, or in person if a team member has not responded to task-related communication within 48-72 hours.
• Update pack outs on the BRT as requested.
• Assist with keeping Product Profiles up to date regarding the following information (terms, client-provided product code, client information like name and address, and any other details authorized by management).
• Flag orders and route them to the lab for review prior to processing if the product has not been produced in several years so the lab can assess potential modifications and reroute the order to Product Development.
• Respond to incoming calls and emails, route inquiries to appropriate departments.
• Carry out other tasks as assigned by management
• Other duties as needed.

Qualifications:

• At least 2-3 years of sales experience in the natural products industry
• The ability to handle multiple priorities at once.
• Proficiency in QuickBooks Online Enterprise Suite, Excel, and Word.
• Incredible communication skills and professional demeanor.
• Excellent writing skills
• Attention to detail.
• Proactive and able to follow directions.

Physical Demands:

• The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully.
• Regularly required to sit at their desk for an extended period; use hands to finger for computer keyboard input; handle or feel objects, tools, or controls; and reach with hands and arms.
• Occasionally required to stand; walk up and down stairs, climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision.
• Mobility to use standard office equipment, including computers, printers, phones, Etc.
• Vision to read printed materials and hearing and speech to communicate in person and over the telephone.

EEOC

Prima Fleur is a leading certified organic custom manufacturer of completely pure personal care products for skin, body & hair. We create luxury natural products for some of the world’s most prestigious cosmetic companies, spas & resorts.

We are offering a unique opportunity to learn an interesting side of the beauty industry, one that focuses as much on wellness and sustainability as on luxury and beauty. The person in this position is a liaison between laboratory and client, coordinating all aspects of product development and production launch. A very important area of the work is in the luxury spa and resort industry. Additionally, the job requires continuing sales, ongoing customer support, order processing, and troubleshooting. Prior experience in the personal care and cosmetic industry is required.

Company Description

Prima Fleur is a leading certified organic custom manufacturer of completely pure personal care products for skin, body & hair. We create luxury natural products for some of the world’s most prestigious cosmetic companies, spas & resorts.\r\n\r\nWe are offering a unique opportunity to learn an interesting side of the beauty industry, one that focuses as much on wellness and sustainability as on luxury and beauty. The person in this position is a liaison between laboratory and client, coordinating all aspects of product development and production launch. A very important area of the work is in the luxury spa and resort industry. Additionally, the job requires continuing sales, ongoing customer support, order processing, and troubleshooting. Prior experience in the personal care and cosmetic industry is required.