Customer Service Analyst

Description

Natureplex is a privately held pharmaceutical manufacturer of over-the-counter medicines and electrolytes. Our company was established in 2001.  We offer our own control brand as well as private label and contract packaging.  With two locations in Memphis TN and Olive Branch MS, we are rapidly expanding and have exciting opportunities for career advancement.   

We are seeking a detail-oriented and analytical Customer Service Analyst to join our team. The ideal candidate will be responsible for analyzing customer service data, identifying trends, and providing insights to improve customer satisfaction and operational efficiency. This role requires strong communication skills and a passion for enhancing the customer’s experience.

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

- 401k 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.

Requirements

Essential Functions

• Monitor Inventory levels.
• Monitors progress of orders throughout production, communicating across multiple departments to ensure the timely    
•   processing of orders in accordance with customers' requirements and company standards.
• Appropriately communicate with customers via email and phone to provide support and information on production.
• Promptly communicate any issues and concerns to the customer. 
• Ensure that appropriate actions are taken to resolve customers’ issues and concerns.
• Provide excellent customer service.
• Data and order entry by maintaining customers’ accounts and records of customer interactions with details of inquiries,        complaints, or comments.
• Thrive in a fast-paced environment.
• Provide support to internal and external customers.
• Sales and marketing support
• Booking Sales Orders
• Routing Shipments
• Creating and sending invoices to customers
• Other duties as assigned

Competencies

Decision Making  

     Uses sound judgment to make good decisions 

     Considers all pertinent facts and alternatives before deciding on the most appropriate actions 

     Commits to decision.

Teamwork

     Interacts with people effectively

     Able and willing to share and receive information 

    Co-operates within the group and across groups 

Work Standards

     Sets and maintains high performance standards 

     Pays close attention to detail, accuracy and completeness   

     Shows concern for all aspects of the job and follows up on work outputs.

Motivation

     Displays energy and enthusiasm in approaching the job 

     Commits to putting in additional effort 

     Maintains a high level of productivity and self-direction

Reliability

    Takes personal responsibility for job performance 

    Completes work in a timely and consistent manner 

    Sticks to commitment

Problem-Solving

     Analyzes problems by gathering and organizing all relevant information 

     Identifies cause and effect relationship 

     Comes up with appropriate solutions.

Adaptability

     Adapts to changing work environments, work priorities, and organizational needs 

     Able to effectively deal with change and diverse people.

Planning and Organizing

     Plans and organizes tasks and work responsibilities to achieve objectives 

     Sets priorities

     Schedules activities s Allocates and uses resources properly

Communication

     Expresses ideas effectively 

     Organizes and delivers information appropriately 

     Listens actively.

Integrity

     Shares complete and accurate information 

     Maintains confidentiality and meets own commitments 

    Adheres to organizational policies and procedures.

Initiative

     Takes action to influence events 

     Generates ideas for improvement, takes advantage of opportunities, and suggests innovations 

     Does more than required.

Stress Tolerance

     Displays emotional resilience and the ability to withstand pressure on an on-going bias 

     Deals with difficult situations while maintaining performance 

     Seeks support from others when necessary and uses appropriate coping techniques.

Skills, Knowledge, Abilities

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Strong organizational skills and attention to detail.

• Strong time management skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills.

• Ability to prioritize tasks.

• Proficient with Microsoft Office Suite or related software

• Manufacturing software and Order processing systems.

• Must be able to work collaboratively with co-workers.

• Minimum 2 years of related experience or an equivalent combination of education and experience

• Well Versed in Microsoft Office: Word, Outlook and especially Excel

• Strong attention to detail, data entry, and organizational skills

• Professionalism and excellent customer service skills required

• Strong communication skills (phone etiquette, verbal, written, and interpersonal).

• Multitasking, organizational, and prioritization abilities.

Work Environment

· Office Environment

· The noise level is moderate

· Some loud noises

· Occasionally in a manufacturing plant environment

Equipment Used and Physical Demands

· Prolonged sitting

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

· Frequently required to sit and use hands to finger, handle, 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

· 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/copier, Microsoft Office applications

Expected Hours of Work

· Monday –   Friday, 40 hours per week

· Rarely may require overtime and Saturdays 

Required Education and Experience

• 3 years of customer service experience required.
• Familiarity with Oracle / NetSuite        
• Proficiency with Excel (2-3 years preferred).

Additional Eligibility Qualifications

• High School Diploma or General Education Degree
• Associate degree or higher, preferred