Customer Service Rep I

Neogen Corporation

About The Position

Neogen Corporation is seeking a Customer Service Representative for its food safety diagnostic division. The role supports internal and external customers by processing orders, responding to inquiries, coordinating shipment and account-related issues, and partnering with Sales, Accounts Receivable, Planning, Purchasing, and Shipping. Representatives build ongoing customer relationships through consultative service and are expected to be self-motivated, responsive, accurate, organized, and able to manage multiple priorities in a customer-focused environment. Neogen provides comprehensive training on internal processes and systems. The position is generally performed in an office or similar work environment with typically low noise. The employee regularly sits, uses hands to operate computer and office equipment, and communicates verbally and electronically. Occasional standing, walking, and lifting or moving items up to 25 pounds may be required. The work also involves computer-based tasks and reviewing detailed information for extended periods. Occasional adjusted hours may be needed based on business and customer needs.

Requirements

High school diploma or GED.
At least one year of customer service, order processing, administrative support, or related experience, or an equivalent combination of education, training, and relevant experience.
Experience using Microsoft Word and Excel.
Ability to enter and maintain information accurately in computer-based systems.
Ability to communicate clearly and professionally with internal and external customers by phone and email.
Ability to read and interpret written procedures, instructions, and routine business documents.
Ability to prepare routine written correspondence.
Ability to organize work, manage multiple priorities, and meet established deadlines.
Ability to work effectively with cross-functional teams and customers.
Strong customer service and interpersonal skills.
Professional phone and email communication skills.
Strong attention to detail and accuracy.
Ability to identify issues, gather relevant information, and work with appropriate partners to resolve customer concerns.
Ability to adapt communication style based on customer and business needs.
Ability to work collaboratively across departments.
Ability to maintain confidentiality of customer and business information.
Ability to learn Neogen products, systems, procedures, and processes.
Ability to accept feedback and apply it to improve performance and work quality.

Nice To Haves

Associate or bachelor's degree.
Experience in a customer service or order-entry environment.
Experience using CRM, ERP, or order-management systems.
Experience with Solomon or similar ERP software.
Experience processing customer payments, purchase orders, invoices, or account-related transactions.
Ability to type approximately 50–60 words per minute accurately.

Responsibilities

Handle inbound customer calls and make outbound calls about order status, order-entry issues, and other customer needs.
Enter and process customer orders received by phone, fax, and email using CRM and Solomon systems.
Process Visa, MasterCard, and American Express payments according to company procedures.
Send order confirmations to customers by email or fax.
Track customer shipments and provide shipment information as needed.
Enter customer complaints about merchandise, equipment, and loaners into the appropriate CMS system.
Assist customers with establishing eCommerce accounts.
Maintain customer purchase order documentation on the appropriate shared drive.
Review open-order reports and identify shipments requiring follow-up or confirmation.
Assist Sales representatives with customer quotes and convert approved quotes into orders as needed.
Provide invoice copies to customers and Sales representatives.
Maintain knowledge of Neogen products, services, and internal processes.
Use product knowledge to identify opportunities to support or expand customer orders.
Participate in customer and sales campaigns as assigned.
Provide phone and email coverage for Customer Service team members when needed.
Participate in cross-training within the Customer Service department.
Maintain and update departmental training documentation and procedures for assigned divisions.
Partner with Purchasing, Planning, and Shipping to resolve inventory and order-related issues.
Communicate professionally with internal and external customers by phone and email.
Partner with Accounts Receivable to help resolve purchase order discrepancies, account balances, case-related issues, and other customer account concerns.
Participate in special projects as assigned.
Maintain regular and reliable attendance consistent with the requirements of the role.
Work occasional adjusted hours based on business and customer needs.
Perform other related duties as assigned.