Customer Service Rep

Customer Service Rep I# Neogen Career Opportunities## Customer Service Rep IApply:
Remote:
Full time:
Posted Yesterday:
REQ-11135

Come Be Part Of A Mission that Matters!  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.

Job Description Summary  The Neogen Corporation, a Lansing MI based leader in Food Safety products and solutions, is seeking a candidate for a Customer Service Representative for the food safety diagnostic division. The ideal candidate will be able to provide customers with expert assistance to a wide variety of questions and problems. Unlike traditional customer service roles, you will build ongoing relationships with customers through consultative relationship building.

Our Customer Service Representatives are self-motivated and driven by a desire to exceed expectations. Strong multi-tasking skills, sense of urgency, and excellent verbal and written communication are encouraged. Interpersonal skills and the ability to establish rapport, build solid relationships with a variety of internal partners and customers is critical. Neogen provides comprehensive training on internal process and systems.##

Job Summary The Customer Service Representative supports internal and external customers by processing orders, responding to customer inquiries, coordinating shipment and account-related issues, and partnering with Sales, Accounts Receivable, Planning, Purchasing, and Shipping. This role requires accuracy, organization, responsiveness, and the ability to manage multiple priorities in a customer-focused environment.  ##

Essential Duties and Responsibilities
* Handle inbound customer calls and make outbound calls regarding 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, Master Card, and American Express payments in accordance with company procedures.
* Provide order confirmations to customers by email or fax.
* Track customer shipments and provide shipment information as needed.
* Enter customer complaints related to 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 appropriate 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…