Customer Service Relations Manager in Irvine, California at Eterna Management, LLC

Eterna Management, LLC
2901 Daimler Street, Santa Ana, CA
Job Description: Customer Relations Manager
Job Title:
Customer Relations Manager
Department:
Client Services / Operations
Reports To:
Director of Sales
Location:
Santa Ana, CA (on-site)
FLSA / CA Status:
Exempt (salaried)
Employment Type:
Full-time

Position Summary
The Customer Relations Manager is the primary point of contact for Eterna's brand partners and 3PL clients. This role owns the client relationship from onboarding through ongoing production and fulfillment, making sure each customer's orders, specifications, timelines and compliance requirements are understood and met. The Customer Relations Manager works closely with Production, Quality Control, Warehouse, Compliance and Accounting to resolve issues, communicate status, and keep clients informed and satisfied, with the goal of retaining and growing each account.
Essential Duties and Responsibilities
Serve as the main point of contact for assigned brand partner and 3PL client accounts, responding to inquiries by phone, email and in person in a timely, professional manner.
Lead new client onboarding: gather product specifications, packaging and labeling requirements, forecasts, and fulfillment instructions, and hand them off accurately to internal teams.
Coordinate with Production, Packaging, Warehouse and QC to track orders from purchase order through manufacturing, fulfillment and shipment, and provide clients with regular status updates.
Investigate and resolve customer concerns, including order discrepancies, delays, damaged or short shipments, and quality complaints; document root cause and corrective action with QC.
Work with the Compliance Manager to make sure client products, labels and documentation (such as Certificates of Analysis and batch records) meet applicable state and federal requirements for hemp-derived products, and communicate regulatory changes that affect client accounts.
Maintain accurate client records, order history, communications and contracts in the company's CRM and shared systems.
Conduct periodic account reviews with clients to discuss performance, forecasts, upcoming launches and opportunities for additional services.
Partner with Accounting on quotes, invoicing questions and past-due balances.
Track and report customer service metrics, such as on-time delivery, order accuracy, complaint volume and resolution time, and recommend process improvements.
Develop and maintain customer service SOPs, templates and escalation procedures.
Protect confidential client information, formulas and pricing in line with company policy and client agreements.
Perform other related duties as assigned.
Qualifications
Required:
Bachelor's degree in Business Administration, Communications, Supply Chain or a related field, or equivalent work experience.
4+ years of account management, customer success or customer service experience, including at least 2 years in a lead or management role.
Experience in a manufacturing, contract manufacturing, 3PL, or consumer packaged goods environment.
Strong written and verbal communication skills, with the ability to deliver difficult news to clients professionally.
Proficiency with Microsoft Office or Google Workspace and experience with a CRM system.
Strong organizational skills and the ability to manage multiple accounts and deadlines at once.
Preferred:
Experience in the hemp, CBD, nutraceutical, dietary supplement or cosmetics industry.
Familiarity with GMP, batch records and Certificates of Analysis.
Experience with ERP, inventory or warehouse management systems.
Bilingual in English and Spanish.
Physical Requirements and Work Environment
Primarily office-based, with regular walkthroughs of production and warehouse areas.
Must follow all Cal/OSHA and company safety rules, including required personal protective equipment (PPE) when on the production floor or in the warehouse.
Ability to sit for extended periods and work at a computer.
Occasionally lift up to 25 pounds.
Exposure to moderate noise levels in manufacturing areas.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Compensation and Benefits
The pay range for this position is $[Minimum] to $[Maximum] per year. Final pay is based on experience, skills and qualifications. Eligible employees receive paid sick leave in accordance with California law (SB 616), along with [insert benefits, e.g., medical, dental, vision, PTO, 401(k)].
At-Will Employment
Employment with Eterna Management, LLC is at-will. Either the employee or the company may end the employment relationship at any time, with or without cause or notice. Nothing in this job description creates a contract of employment.
Equal Employment Opportunity
Eterna Management, LLC is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local law. Qualified applicants with arrest or conviction records will be considered in accordance with the California Fair Chance Act.