Nutraceutical Orders & Customer Success Specialist

ALPHA Softgels; Ontario (CA); On-site; CAD 34,000 - 42,000; Full time

Job summary

ALPHA Softgels is seeking a Customer Service Specialist to manage the end-to-end order lifecycle for nutraceutical accounts. The role interfaces with Commercial, Planning, Quality, and Warehouse teams to translate client demand into executable orders while balancing schedule commitments and client expectations.

Responsibilities include order entry, status reporting, schedule coordination, forecast input, and documentation management.

Qualifications

• Bachelor’s or Associate’s degree in business administration, supply chain management, life sciences, or a related field; equivalent experience considered.
• 2–4 years in customer service, order management, inside sales support, or account coordination, preferably within a CDMO, contract packager, or GMP-regulated manufacturing environment.
• Familiarity with Nutraceutical manufacturing variables and cGMP concepts including batch record review, lot release, deviations, change control, and quality agreements; awareness of 21 CFR 111 and 21 CFR 210/211.
• Proficiency in ERP/MRP order entry (SAP, Oracle, NetSuite, Microsoft Dynamics, or similar) and strong Excel skills; CRM (Salesforce) or eQMS (Odoo, MasterControl, Veeva, TrackWise) is a plus.
• Soft skills: clear written communication, ownership across departmental boundaries, composure when delivering schedule news, cross-functional credibility.
• Certifications: CPIM, CSCP, or CCXP desirable.

Responsibilities

• Order Management & Execution: enter client purchase orders in the ERP system and verify pricing, item numbers, fill weight, capsule size, shell specs, packaging, and dates against quotes or supply agreements.
• Client Communication & Account Ownership: act as primary operational contact for order status, lead times, documentation, and logistics; report on open orders and inventory.
• Schedule & Capacity Coordination: coordinate lead times, campaign sequencing, line capacity, and expedite requests with Planning and Scheduling.
• Demand & Forecast Management: collect rolling forecasts and support procurement for long-lead materials like gelatin, actives, oils, and packaging.
• Client-Supplied Materials & Inventory: track receipt, reconciliation, retesting, expiry dating, and consumption of client-supplied components; manage stock decisions.
• Documentation & Quality Interface: coordinate CoA/CoC/spec sheets and attestations; route changes into change control and align approved specs.
• Complaints & Issue Resolution: log complaints, route to Quality, and communicate findings and CAPA outcomes within timelines.
• New Program & Fulfillment Support: assist Business Development with new product introductions and first batches; oversee outbound shipments and invoicing accuracy.

Skills

Clear and precise written comunicação

Cross-functional collaboration

Ownership across departments

Education

Bachelor’s or Associate’s degree in business administration/supply chain/life sciences

Equivalent experience considered

Tools

SAP

Oracle

NetSuite

Microsoft Dynamics

Excel

Salesforce

Job description

ALPHA Softgels is seeking a Customer Service Specialist to manage the end-to-end order lifecycle for nutraceutical accounts. The role interfaces with Commercial, Planning, Quality, and Warehouse teams to translate client demand into executable orders while balancing schedule commitments and client expectations.

Responsibilities include order entry, status reporting, schedule coordination, forecast input, and documentation management.