Customer Service Associate

Natureplex is a dynamic and privately held pharmaceutical manufacturer focused on transforming over-the-counter medicines and electrolytes. Established in 2001, we proudly offer proprietary brands, private label products, and contract packaging services. With locations in Memphis, Tennessee, and Olive Branch, Mississippi, we are experiencing exciting rapid expansion, creating significant career advancement and personal growth opportunities for our employees.

We are currently seeking a Customer Service Representative to join our team. The ideal candidate will possess relevant skills, a positive attitude, and a proactive approach to promote success and foster growth within our company culture, as well as enhance communication between Natureplex facilities. Your role will be essential to our success, and we are committed to supporting your growth within our organization.

In addition to career growth, we also offer a range of benefits and perks to our employees. 

These include:

- Paid Vacation

- Medical Insurance with 80% coverage for employees and 20% for dependents

- Dental and vision insurance

- Short-term Disability

- Voluntary Life Insurance 

- Company-paid life insurance

- 401(k) plan with company-matching

- Weekly pay

We provide equal employment opportunities and create a safe and fair work environment for all employees.

Natureplex is an Equal Opportunity Employer.
Natureplex participates in E-Verify.

Summary

The Customer Service Representative interacts with the company's customers by addressing inquiries and resolving complaints. This role provides a higher level of support for specific products or services.

Essential Functions

· Uphold the responsibility of maintaining accurate records of customer accounts, including interactions, inquiries, complaints, and comments, to ensure reliability and trust in our services.

· Efficiently receive, process, and monitor customer orders from initiation to delivery, while collaborating with production, shipping,   purchasing, and transportation teams, ensuring timely delivery and customer satisfaction.

· Engage in a variety of tasks, including entering and processing orders, cancellations, modifications, and invoicing, to keep the role dynamic and challenging.

· Ensure that customer orders are accurate and up to date at all times.

· Provide exceptional customer service.

· Communicate effectively with customers via email and phone, offering support and information regarding production and shipping schedules.

· Take appropriate actions to resolve customer issues and concerns promptly.

· Assist with sales and marketing support as needed.

· Manage customer shipments through the appropriate customer portals.

· Address customers' product questions and concerns via phone and email.

· Provide timely and accurate updates to customers regarding their order status.

· Demonstrate strong administrative and customer service skills.

· Perform other duties as assigned.

Competencies

Ø Adaptability and Change Management – demonstrates a strong ability to adjust to new situations and effectively embrace workplace changes, ensuring a smooth transition during periods of transformation.

Ø Communication – articulates ideas clearly and effectively, both in speech and writing, fostering understanding and collaboration among colleagues.

Ø Collaboration and Teamwork – excels in working alongside others to achieve common objectives, leveraging diverse strengths for enhanced results.

Ø Continuous Learning – committed to ongoing professional development, actively seeking new skills and knowledge to stay ahead in the evolving work environment.

Ø Creativity and Innovation – inspires and implements innovative solutions through original thinking and fresh approaches to challenges.

Ø Critical Thinking and Problem-Solving –   skillfully analyzes information to identify issues and develop practical,   effective solutions that drive the process.

Ø Organizational Awareness – possess a keen understanding of the organization’s structure, culture, and dynamics,   enabling informed decision-making and strategic alignment.

Ø Self-Awareness – maintains a clear understanding of personal strengths and weaknesses, utilizing emotional intelligence to enhance interpersonal interactions.

Ø Service and Quality Focus – dedication to prioritizing customer needs and consistently delivering exceptional work that exceeds expectations.

Ø Valuing Diversity and Inclusion – actively respects and appreciates a wide range of backgrounds, perspectives, and experiences, fostering a rich and inclusive workplace culture.

Ø Initiative – takes decisive, proactive steps to enhance the work environment and contribute positively to organizational success.

Ø Resilience – demonstrates the capability to recover from challenges and setbacks, maintaining a positive outlook and determination to move forward.

Skills, Knowledge, Abilities

· Proficient in Microsoft Excel, Word, Outlook, and PowerPoint.

· Ability to read, analyze, and interpret both verbal and written instructions.

· Capable of writing professional business correspondence.

· Effectively present information and respond appropriately to customer inquiries.

· Skilled in defining problems, collecting data, establishing facts, and drawing valid conclusions.

· Demonstrates sound judgment and decision-making skills when handling a variety of routine and non-routine issues.

· Able to prioritize tasks to meet deadlines.

· Proficient in performing basic arithmetic operations (addition,   subtraction, multiplication, and division) with whole numbers, fractions, and decimals across various units of measure, demonstrating strong mathematical skills.

Work Environment

 · Office Environment

· The noise level is moderate

Equipment Used and Physical Demands

· Must be able to remain in a stationary position for 90% of the time

· Occasionally required to move about inside the office to access file cabinets, office machinery, etc.

· Occasionally required to stand, walk, climb, balance, stoop, kneel,   crouch, and crawl.

· Constantly operates a computer or other office machinery such as a calculator, copy machine, and computer printer.

· Frequently required to reach with hands and arms, talk, or hear.

· Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to focus.

· Regularly required to type and file.

· Occasionally required to lift or move up to 10 pounds and occasionally   lift or move up to 20 pounds

· Personal computer, telephone, fax machine, copier, Microsoft Office applications.

Expected Hours of Work

· Monday –  Friday, 40 hours per week

Required Education and Experience

· Customer service experience, 2+ years  preferred

· NetSuite experience is a plus

· Associate degree preferred