Associate Customer Experience Manager

Job Description

Job Description

Job Summary

The Associate Customer Experience Manager (Associate CEM) supports the Customer Experience team in delivering a seamless, responsive experience for assigned customers within Elevation Labs' contract manufacturing portfolio. This role owns day-to-day order management, customer communication, and project coordination, while building the account-management and commercial foundation - forecasting, margin awareness, and relationship-building - needed to grow into broader account responsibility. The Associate CEM partners closely with Customer Experience Managers, cross-functional teams, and Sales to support customer needs and contribute to overall satisfaction, retention, and account growth. This role is intended to provide development opportunities and growth into expanded customer and commercial management responsibility over time.

Essential Functions, Duties, and Responsibilities

• Support the day-to-day management of assigned customer accounts, including orders and reorders, open-order reporting, customer inquiries, issue escalation, and timely communication with internal and external partners.
• Partner cross-functionally to support order fulfillment and coordinate customer-related initiatives, including packaging updates, reformulations, fragrance or shade extensions, and other account activities.
• Gather, organize, and communicate customer forecasts and account information to internal teams while developing an understanding of how forecast accuracy, order volume, pricing, and margins affect revenue and supply planning.
• Coordinate customer meetings, calls, business reviews, and follow-up activities, including preparing materials and documenting and communicating customer requests, concerns, decisions, and action items.
• Support Customer Experience Managers with administrative, operational, and account-growth activities, including tracking opportunities and follow-up items in the CRM.
• Develop and maintain a strong working knowledge of assigned customer brands, including their standards, priorities, expectations, and account-specific requirements, as well as Elevation Labs' products, capabilities, customer base, and company values.
• Consistently demonstrate professionalism and a customer-focused approach while safeguarding customer account information, forecasts, proprietary formulations, and other confidential information in accordance with company policies.
• Collaborate as needed across Elevation Labs' Idaho Falls (ELID), Colorado (ELCO), and Minnesota (ELMN) locations and time zones, with occasional travel to company facilities or customer locations.
• Perform other duties as assigned based on evolving business needs.
• Other duties as assigned.

Required Knowledge, Skills, and Competencies

• Communicate comfortably, verbally and in writing, with customers and internal partners.
• Customer-service-oriented mindset with a strong willingness to learn the commercial side of the business.
• Ability to work collaboratively across cross-functional teams.
• Basic problem-solving and follow-up skills; detail-oriented with the ability to maintain accurate information and documentation.
• Comfortable using Microsoft Office applications (Outlook, Excel, Word, Teams), including working knowledge of Excel (pivot tables, basic formulas) for tracking and reporting.
• Interest in developing expertise in Elevation Labs' order management/ERP system and CRM; comprehensive training will be provided.
• Ability to adapt to changing business needs and priorities, and to manage multiple priorities in a fast-paced environment.
• High level of time management and organizational skills.

Industry and Work Experience

• Previous customer service, administrative, coordination, or related experience preferred.
• Manufacturing, beauty/personal care (skincare, haircare, color cosmetics), pharmaceutical, or B2B experience is a plus, but not required.
• Internship, retail, hospitality, or other customer-facing experience may be considered.

Education

• Bachelor's degree is preferred, or an equivalent combination of education and experience.

Physical/Mental Demands:

• Frequently required to sit, stand, walk and reach with hands and arms
• Constantly use hands to keyboard or type, handle materials, or manipulate objects
• Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal instructions and communicate effectively in person and by telephone/email
• Lift and/or move up to 15 pounds and, occasionally, up to 50 pounds

The physical demands identified above are representative of those that will be required to successfully perform the essential functions of this job.