Head of Service - Paklab : Job Details

This range is provided by PakLab. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$135,000.00/yr - $200,000.00/yr

Direct message the job poster from PakLab

Human Resources Coordinator @ PakLab | Bachelor of Science

About the Company

PakLab is a leading contract manufacturer specializing in health & beauty and household products. With three decades of professional product development service experience, we are setting a new standard in contract manufacturing. With our innate understanding of product design, development and formulation, as well as manufacturing and packaging mechanics, we work with our clients as a fully integrated strategic partner, creating innovative products from the bottom up. We employ a world-class team of Engineers, Chemists, Microbiologists, Lab Technicians, Designers, and Packaging Specialists who oversee the process from conception to completion. Service is the cornerstone of our corporate culture, and we will devote whatever resources are necessary to ensure a complete understanding of our customers' needs in order to achieve their goals.

About the Role

PakLab is looking for a resourceful Head of Service to lead and elevate our Sales Team operations. In this strategic leadership role, you will oversee account and project management, streamline client service processes, and ensure our internal teams deliver on client expectations with operational excellence. You'll act as the key liaison between our customers and internal departments, championing service standards, driving cross-functional collaboration, and supporting revenue growth through flawless execution. Ideal candidates are seasoned leaders with strong experience in contract manufacturing, client operations, and process improvement—ready to balance customer satisfaction with business performance.

Responsibilities

• Define and enforce service excellence standards across all active and new client engagements
• Develop and implement scalable processes that reduce operational leakage and ensure accountability across teams
• Own and evolve the client-facing SLA program, including enforcement of penalties, recoupment terms, and service metrics
• Optimize the full sales cycle—from development to shipment—to reduce delays and improve performance (including pilots, tooling, etc.)
• Act as a liaison between customers and internal departments to ensure regular and timely client responses
• Lead Account Managers responsible for order intake, shipping logistics, component tracking, and customer service flow
• Manage Project Managers handling new product launches, bill of materials setup, pilot runs, testing, and onboarding communication
• Develop and monitor KPIs for both individual and team performance; ensure adherence to SOPs
• Coach, mentor, and hold team members accountable to timelines and outcomes
• Drive achievement of monthly and annual sales targets by ensuring customer supportability and timely shipments
• Oversee execution of high-impact company and product launches
• Evaluate rolling client forecasts against annual targets and communicate gaps to both sales and client stakeholders
• Serve as a senior escalation point and relationship manager for strategic clients
• Build trust and credibility with brand partners by demonstrating operational control and delivering on expectations
• Guide clients through PakLab's process-driven environment, ensuring education, alignment, and policy compliance
• Track and manage the full order lifecycle—from receipt through delivery—to ensure speed and accuracy
• Collaborate cross-functionally with Operations, R&D, Quality, and Finance to align on timelines and improve client experience
• Identify and resolve process bottlenecks or communication gaps proactively
• Mitigate risks that could impact service quality or lead to margin loss
• Oversee miscellaneous operational sales items such as canceled orders, pallet fees, and other adjustments

Qualifications

• Bachelor's degree in Business or a related field
• 10+ years of progressive leadership experience in customer service, client operations, project management, or supply chain
• Industry experience in contract manufacturing, beauty, CPG, packaging, or pharmaceutical preferred
• Deep understanding of contract manufacturing processes, sales, production planning, and supply chain operations
• Proven success in managing cross-functional teams and driving results through KPIs and accountability
• Strong interpersonal and client relationship management skills, especially with high-demand customers
• Excellent negotiation and customer service skills with a solutions-oriented approach
• Skilled in strategic communication, including escalation of high-impact issues and managing upward communication
• Analytical mindset with a strong bias for process improvement and cost control
• Comfortable enforcing compliance with internal processes and client policies—balances diplomacy with firmness
• Proficiency in software tools such as Microsoft Outlook, Microsoft Excel, Monday.com, and Sage
• Ability to work in a fast-paced, process-driven, make-to-order or build-to-spec environment

Physical Requirements

• Must be able to lift/pull up to 25 lbs and spend extended periods walking, standing, or sitting as needed
• Willingness to wear safety equipment when required (e.g., safety glasses in production areas)

Pay range and compensation package: $135,000K-200,000K yearly salary, 401k plan, medical, dental, FSA, HSA, etc.

Why Join PakLab?

At PakLab, we do more than manufacture - we innovate. We're looking for someone who can bring insight to every purchase, help us spend smarter, and reduce operational downtime. Your work will directly impact how efficiently we operate and how wisely we invest in our plant.

Join us and bring your sharp eye for cost, quality, and value to a growing team that appreciates proactive thinkers and smart decision-makers.

Equal Opportunity Statement - PakLab is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Seniority level

• Seniority levelExecutive

Employment type

• Employment typeFull-time

Job function

• Job functionManufacturing, Sales, and Management
• IndustriesPersonal Care Product Manufacturing

Referrals increase your chances of interviewing at PakLab by 2x

Get notified about new Head of Service Management jobs in Chino, CA.

City of Industry, CA $135,000.00-$230,000.00 1 week ago

La Verne, CA $120,000.00-$150,000.00 2 weeks ago

Irvine, CA $140,000.00-$170,000.00 6 days ago

La Mirada, CA $180,000.00-$210,000.00 1 month ago

Fullerton, CA $135,000.00-$202,000.00 1 week ago

Irvine, CA $121,000.00-$177,000.00 2 weeks ago

Orange, CA $147,514.00-$243,402.00 2 weeks ago

Director of Re-entry Operations/FAITHS (UEC)

San Bernardino, CA $10,000.00-$11,666.66 1 month ago

Irvine, CA $112,700.00-$152,100.00 3 days ago

Revenue Cycle Operations: Director of Insurance

Irvine, CA $79,000.00-$111,000.00 2 weeks ago

Revenue Cycle Operations: Director of InsuranceDirector of Financial Operations (Growth Track)

San Bernardino, CA $115,000.00-$125,000.00 5 days ago

Veterinary Emergency Department Lead Veterinarian

Irvine, CA $180,000.00-$250,000.00 5 days ago

JD Logistics - Warehouse Associate Lead - Inbound/Outbound/InventoryJD Logistics - Warehouse Associate Lead - Inbound/OutboundJD Logistics - Warehouse Associate Lead - Inbound/Outbound

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr