Customer Service Representative II (55285)

Founded in 1993, SIRIO is a leading global nutraceutical solution provider with extensive expertise in an array of delivery formats, including gummies, softgels, capsules, tablets, powders, functional beverages, probiotics, and other innovative dosage forms. The company is one of the world’s largest providers of soft gel and gummy solutions.

Driven by over 300 scientists across five global R&D centers, SIRIO transforms potent ingredients into effective, consumer-friendly products.  SIRIO operates seven state-of-the-art manufacturing sites delivering "global resources, local delivery" to partners in more than 50 countries.

In 2023, SIRIO acquired Best Formulations, further solidifying its position as a premier global nutraceutical solution provider, and significantly enhancing its manufacturing capabilities and capacity, with a notable focus on bolstering its presence currently as Sirio Americas California, LLC.

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.

As a Customer Service Representative, responsible for managing and communicating requirements for repeat orders by collaborating with functional areas including Sales, Purchasing, Planning, Operations, Quality, Project Management, Finance, Logistics.

How will you contribute:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Essential job functions and duties include, but are not limited to:

• Create strong professional relationships with customers, project management, and sales representatives.
• Proactively respond to customers and internal stakeholders to help resolve questions and issues and communicate delays or risks with 24 hours of receiving knowledge
• Receive and coordinate the investigation and communication of outcome for customer complaints.
• Validate customer data at time of order for pricing, terms, exceptions, and any special shipping requirements.  Maintain pricing master for core customer repeat SKUs to quickly process orders.
• Process customer order in the order entry system and distribute order data to internal departments as appropriate with 24 hours of receipt.
• Gathers and distributes customer specifications and requirements to create and complete New Item Forms and Revised Item Forms to affected departments.
• Deliver order confirmations, certificates of analysis, and any other data related to managing the customer order execution and shipment.
• Manages open order status, inventory, and other related reports with customers and sales.
• Familiarizes oneself and manages data within Best Formulations system applications including CRM, Monday.Com, Portal, Production schedules, Process Pro, PI, ICRM, etc. 
• Confirms and follows up on pending customer supplied materials required for production execution.
• Tracks and maintains key departmental metrics related to project performance by using established tools, tracking measures, and methodology.  
• Tracks and dispositions customer-provided raw materials, remaining materials, and finished goods to ensure inventory arrives in time to support production and is shipped out when production is complete.
• Ensure all charges to customer for finished goods, excess materials, expedite fees, testing, and other fees have been appropriately billed to customer upon completion of first lot to stock. 
• Follows key established department SOP's, cGMP regulations, and batch record instructions.
  Complies with all Company policies and procedures, including safety rules and regulations.
• Maintains a safe work environment and operates in a safe manner.
• Performs other job duties related to the job, as assigned by management.

Minimum Requirements/Qualifications:

• High School Diploma or equivalent GED Certificate; and
• College Degree preferred.
• 3–5 years of customer service experience, preferably within contract manufacturing or a regulated environment
• Strong order management experience, including sales order entry, order changes, pricing accuracy, and coordination of production schedules and shipment timelines.
• Working knowledge of ERP systems (such as SAP, Oracle, NetSuite, or similar) and proficiency with Microsoft Excel and Outlook.
• Ability to interface cross-functionally with Sales, Planning, Production, Quality, and Logistics to ensure customer requirements are met and issues are resolved efficiently.
• Understanding of regulated manufacturing concepts, including change control, quality documentation, and GMP/ISO environments, with the ability to communicate requirements clearly to customers.
• Excellent written and verbal communication skills, with the ability to manage multiple customer accounts, prioritize requests, and handle escalations professionally.
• High attention to detail and problem-solving skills, with a proactive approach to identifying risks related to delivery, quality, or customer satisfaction.

Work Environment:

• May involve exposure to allergens such as Soy, Wheat, Fish, Shellfish, Milk, Egg, Tree Nuts and Sesame.

Why work for Sirio Nutrition (California) LLC:

• The Company pays 100% of the premium for employee-only medical coverage.
• Dental, Vision, Life Insurance
• 401(k)
• 10 paid Holidays
• Paid time off

More about us:

As a valued strategic partner, Sirio Nutrition (California) LLC offers a comprehensive program of services, turnkey solutions, and client support that is unmatched in the industry. Our product development team can provide customized, proprietary formulations designed specifically to meet the needs of our customers and their method of distribution. Our vertically integrated manufacturing and packaging process allows us to schedule flexible production runs to respond quickly to shifting market demands. Every step of the way, we are committed to your growth and success!

This position is currently classified as on-site.

The final salary offered for this position may take into account a number of factors including, but not limited to, location, skills, education, and experience.

In accordance with the CO Equal Pay Act, Colorado Applicants Are Not Permitted to Apply.

The Company reserves the right to modify, update, change and/or make corrections to this job description, at the sole discretion of senior management, at any time during the employee’s employment term, at the sole discretion of management.

EEO Statement

Sirio Nutrition (California) LLC, is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Sirio Nutrition (California) LLC, will work with applicants to meet accommodation needs that are made known to Sirio Nutrition (California) LLC, in advance.

**Please no external recruiters**

Salary : $25 - $28