Customer Support Representative I

Customer Support Representative

The Customer Support Representative at Neogen plays a pivotal role in delivering exceptional service to our customers by responding to inquiries, troubleshooting issues, and ensuring smooth order processing. This position is designed as a career pathway, with clear progression from Level I to Level III. It provides an opportunity for individuals to develop and enhance their customer service skills, become proficient in Neogen products and services, and take on increasing responsibility and specialized tasks as they grow within the customer service organization.

ESSENTIAL FUNCTIONS:

Customer Support Representative – Level I (S1):

• Serve as the first point of contact for customer inquiries via phone, email, and chat.
• Answer basic customer questions, including order status, sample submission, and results inquiries.
• Route customer submissions, manage sample orders, and perform account updates in Salesforce and internal systems.
• Handle basic customer service tasks, such as providing invoice copies and troubleshooting minor issues.
• Assist with routine administrative tasks, including Mystery Orders, Accessioning Issues, and paperwork quality control (in-office).
• Manage routine customer inquiries and escalate complex issues when needed.

Core Competencies:

• Communication & Customer Focus: Ability to communicate effectively with customers and provide excellent customer service across different channels.
• Time Management: Ability to manage multiple tasks efficiently while maintaining high-quality service.
• Attention to Detail: Ensure accurate account updates, proper submission routing, and error-free documentation.
• Basic Problem-Solving: Ability to resolve routine customer inquiries independently and escalate more complex issues when appropriate.

QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor's degree preferred.
• Experience in customer service or office setting strongly preferred but not required.
• Proficiency with Microsoft Office Suite required.
• Experience with Salesforce preferred but not required.
• Strong communication skills, including phone etiquette and written communication.
• Ability to handle customer inquiries professionally, with a customer-centric approach.
• Strong verbal and written communication skills.
• Ability to resolve customer issues efficiently and accurately.
• Ability to handle tasks with precision and minimal errors.
• Ability to work as part of a team and contribute to collective goals.

From inside the farm gate to our dinner plates, Neogen protects the world's food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.