Customer Support Representative

Come Be Part of a Mission that Matters!

Job Summary:

The Customer Support Representative delivers internal and external customer support by providing helpful information, answering questions, and responding and routing customer inquiries. NEOGEN's Customer Support Representatives are the front line of support for our customers and the driving force behind our customer success.

Essential Duties and Responsibilities:

• Deliver excellent customer service, driving high levels of customer satisfaction
• Act as the first point of contact to handle internal and external customer inquiries via phone, email, and chat
• Prioritize and escalate customer complaints and issues to meet customer needs
• Learn best practices for handling customer questions and troubleshooting basic issues
• Contributes to achieving KPIs associated with department and organizational goals
• Assist customers with invoice questions, closing orders and processing payments.
• Become an expert about NEOGEN's people, products, and services
• Consistently resolve customer inquiries and problems with minimal assistance
• Take ownership and process orders and returns for internal and external customers.
• Actively participate in Team huddles and meeting and continuing education
• Other tasks as assigned.

Skills and Competencies:

Cultural Savvy: Demonstrates and lives One Neogen Pillars of Trust; Openness, Honesty, Credibility, Respect and Service through all actions, behaviors, and communication.

Communication: Communicates effectively through all necessary messaging and actively listens to others.

Leading Others: Leads by example and creates culture of trust through teamwork.

Decision Making and Problem Solving: Identifies information needed and makes timely decisions. Has knowledge needed to perform responsibilities.

Driving Performance: Drives performance through remaining focused, consistently showing up and timeliness, meeting productivity standards, thinking outside of the box and asking for help when needed.

Organizational Strategy: Understands their role and is actively curious as to how it fits within the organization.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Smiling phones skills, ability to provide outstanding customer service.
• Strong interpersonal and communication (verbal & written) skills.
• Microsoft Office suite proficiently required.
• Experience working with Salesforce helpful but not required.
• Animal industry experience helpful, but not required.

Education and Experience

High school diploma or equivalent required

BS degree in life sciences discipline such as Animal Science, Genetics or Chemistry preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: On Site/Hybrid Schedule

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WHO IS NEOGEN:

Neogen is home to the largest genomic operation in the world! Our worldwide genomics operations deliver innovative, affordable DNA testing for the discovery and commercial application of genomic advances that enhance the safety and abundance of life. Our genomics tools are used by farmers and ranchers, and veterinary practitioners, to provide the best animal care possible, as well as enhance breeding programs.

Neogen's culture combines stability with a deep belief in providing professional and personal growth. Our Pillars of Trust - the principles that guide our everyday decision-making, include Openness, Honesty, Credibility, Respect, and Service. It's our belief in these characteristics that provides a consistent, happy and healthy work environment for our employees.