Customer Experience Manager

Job Summary:

The Customer Experience Manager serves as the day-to-day point of contact for assigned customers, ensuring seamless and responsive experience in sales, service, and operations. The role is focused on managing all aspects of the customer journey. Responsibilities include open order fulfillment, proactive communication, issue resolution, and coordination of customer projects. The Customer Experience Manager works closely with internal departments to develop cohesive plans, ensuring operational alignment and timely delivery. The role is critical in driving customer satisfaction, retention, and long-term partnership success.

Essential Functions, Duties, And Responsibilities:

• Primary responsibility is to manage all the tasks associated with Order and Reorder management.
• Acts as the point of contact for the assigned customers and as a liaison with all internal departments in delivering phenomenal customer experience to the customer from receipt of order through Delivery on -Time and In-Full. This includes creation and management of open-order reports on a regularly scheduled basis.
• Responsible for coordinating existing customers projects involving but not limited to Reformulation, fragrances or shades extensions, and packaging changes.
• Communicate annual pricing update (APU) to the customer as needed.
• Collect, organize, and communicate Customer forecasts to Elevation Data and Planning team.
• Responsible for coordinating and conducting customer meetings.
• Responsible for acting as the liaison between the customer and our internal departments, coordinating meetings, calls, and problem solving for the customer.
• Responsible for communicating to customers, either verbally or in writing, on a timely basis regarding any customer concerns, company concerns, and any other essential information.

Required Knowledge, Skills, And Competencies:

• Ability to easily switch tasks in a timely manner.
• Communicate comfortably either verbally and/or in writing with customers.
• Excellent Customer Service skills, ability to communicate clearly with both external and internal customers.
• Ability to collaborate successfully with customers in difficult situations. Ability to adapt quickly to changing priorities in a demanding environment.
• Perform essential duties and responsibilities efficiently, accurately, and safely.
• Ability to solve problems and be solution oriented with time sensitive requests.
• Ability to exhibit a high level of situational awareness and decisiveness.

Industry And Work Experience:

• Past customer service, or sales experience required.
• B2B experience, either in Pharmaceutical or cosmetic manufacturing experience preferred.
• FDA, ISO 22716, or related cosmetic quality experience a plus.

Academic:

• Bachelor's degree

Elevation Labs provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex,

national origin, age, disability, or genetics. In addition to federal law requirements, Elevation Labs complies with applicable state and local laws governing

nondiscrimination in employment at every location in which the Company has facilities. This policy applies to all terms and conditions of employment, including

recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.