Customer Service Manager
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Job Location:
Olive Branch, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Lead customer service in a fast-paced FDA-regulated manufacturing environment where accuracy documentation and timing are critical. Natureplex is seeking a Customer Service Manager to drive team performance improve order flow and partner closely with Sales Operations and Logistics.
Natureplex is a dynamic privately held pharmaceutical manufacturer dedicated to revolutionizing over-the-counter medicines and electrolytes. Founded in 2001 we proudly offer proprietary brands private label products and contract packaging services. With two locations in Memphis Tennessee and Olive Branch Mississippi we are experiencing rapid growth and offer strong opportunities for career advancement.
We are seeking a Customer Service Manager to lead and elevate our Customer Service function at our Olive Branch MS location. This is a highly visible role that partners closely with leadership and cross-functional teams to enhance customer experience support sales growth and drive operational excellence.
The ideal candidate brings both strong leadership capability and a strategic mindsetsomeone who can develop people improve processes and use data to influence business outcomes.
Key Responsibilities
- Lead coach and develop the Customer Service team fostering a culture of accountability responsiveness and continuous improvement
- Own and enhance the overall customer experience ensuring timely accurate and professional service across all customer interactions
- Establish and monitor key performance indicators (KPIs) including order accuracy response time resolution time and customer satisfaction
- Analyze trends and performance data to identify opportunities for improvement and implement scalable solutions
- Serve as the escalation point for complex customer issues ensuring resolution aligns with company standards and customer expectations
- Partner with Sales Operations and Logistics to ensure seamless order fulfillment and strong internal communication
- Drive process improvements that support efficiency accuracy and customer retention
- Maintain accurate reporting documentation and departmental records in alignment with SOPs and regulatory expectations
- Support revenue growth through customer engagement upselling opportunities and service excellence
- Perform other duties as assigned to support departmental and organizational objectives
Qualifications
- Minimum of 35 years of experience in customer service sales support or client services
- Prior supervisory or management experience required
- Strong leadership communication and conflict resolution skills
- Demonstrated ability to analyze data and support process improvements
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency in Microsoft Office and customer service or CRM systems
The top candidate will have
- Proven success leading customer service operations in a high-volume fast-paced environment
- Experience working in an FDA-regulated or highly regulated manufacturing environment (e.g. pharmaceutical OTC medical device or food production)
- Strong understanding of documentation accuracy audit readiness and working within SOP-driven processes
- Experience driving performance through KPIs such as order accuracy response time and customer satisfaction
- Strong business acumen with the ability to align customer service operations with sales and operational goals
- Demonstrated success in implementing process improvements and workflow efficiencies
- Confidence in handling escalated issues and making sound timely decisions
- Strong cross-functional collaboration with Sales Operations and Logistics
- A hands-on leadership style focused on coaching accountability and team development
- Experience utilizing CRM or ERP systems to manage customer data and reporting
- A proactive solutions-oriented mindset with a focus on continuous improvement
Work Environment & Schedule
- Professional office environment with frequent cross-department collaboration
- Monday through Friday schedule; 40 hours per week based on business needs
- Occasional travel between company facilities may be required
Benefits
- Paid Vacation
- Medical Insurance (80% employer-paid for employee coverage; 20% for dependents)
- Dental and Vision Insurance
- Short-Term Disability
- Voluntary Life Insurance
- Company-Paid Life Insurance
- 401(k) with Company Match
- Weekly Pay
- ZayZoon (early wage access)
Natureplex is an equal opportunity employer and participates in E-Verify.
Required Experience:
Manager
Key Skills
About Company
Natureplex is dedicated to providing pharmaceuticals through established retailers that will elevate your quality of life. Natureplex is here for YOU.
