Description:
Natureplex is a privately held company that was first started in 2001 and has been growing exponentially each year. We offer our own control brand but are also very strong in private label and contract packaging of enemas, feminine hygiene products, over-the-counter medications, and personal care products as well as electrolytes. We have two production facilities, one in Olive Branch, MS, and the other in Memphis, TN. We currently have an opening for a Customer Service Manager.
We offer benefits that include:
- Medical Insurance (we pay 80% for employee coverage and 20% for dependent coverage)
- Dental Insurance
- Vision
- Voluntary Life
- Short Term Disability
- Paid Vacation
- 401(k) with Company matching
- Company-paid life insurance
Natureplex is an equal opportunity employer.
Natureplex participates in E-verify.
Requirements:
Essential Functions
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Recruit, hire and train new customer service agents
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Generate sales from training agents to up-sell and cross-sell.
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Research strategies to further improve the customer experience.
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Schedule calendar for agents and representatives
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Distribute agent and representative work.
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Develop standards and procedures.
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Document customer service discussions and actions
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Maintain accurate records and files of documentation.
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Provide sales goals and encouragement to achieve goals.
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Manage budget and expenses.
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Set and maintain all customer service procedures and policies.
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Address returns, refunds, credits, and shipping tracking numbers
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Record, organize, and file customer interactions and profile/account changes.
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Provide resources for quality customer service.
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Implement customer service strategies to improve quality of service.
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Address and resolve team and customer conflicts.
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Anticipate and resolve customer service issues.
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Maintain a professional workspace and workflow.
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Evaluate agent and representative performance.
Competencies
- Decision Making
- Teamwork
- Work Standards
- Motivation
- Reliability
- Problem-Solving
- Adaptability
- Planning and Organizing
- Communication
- Integrity
- Initiative
- Stress Tolerance
Skills, Knowledge, Abilities
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Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience.
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Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
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Able to multitask, prioritize, and manage time efficiently.
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Able to analyze data and sales statistics and translate results into better solutions.
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Excellent verbal and written communication skills
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Self-motivated and self-directed
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Comfortable in both a leadership and team-player role
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Creative problem solver who thrives when presented with a challenge.
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Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise.
Supervisor Responsibility
- Manager a staff of 1 – 3 employees
Work Environment
- Office Environment: The noise level is moderate.
Equipment Used and Physical Demands
- Occasionally lift or move up to 10 pounds and occasionally lift or move up to 25 pounds.
- Prolonged sitting
- Occasionally required to stand, walk; climb, balance, stoop, kneel, crouch, and crawl.
- Regularly required to sit and use hands to finger, handle, or feel.
- 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.
- Personal Computer, fax machine, scanner, spreadsheet, telephone, Microsoft Office applications.
Expected Hours of Work
- Monday – Friday, 40 + hours weekly
Travel
- Some between Natureplex facilities
Required Education and Experience
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Bachelor’s degree in business administration, business, or related field preferred
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Previous experience in Customer Support Manager, Retail Manager, or Assistant Manager client services, sales, or a related field