What are the responsibilities and job description for the Customer Service Manager position at Natureplex, LLC?
Description
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 mindset—someone who can develop people, improve processes, and use data to influence business outcomes.
Requirements
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 3–5 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.