Customer Service Representative

Employment Type: Full-time

Position Overview

It's fun to work in a company where people truly believe in what they are doing! Neogen Corporation is seeking a Customer Service Representative to join our team. In this role, you will provide customers with expert assistance for 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, a sense of urgency, and excellent verbal and written communication are encouraged. Interpersonal skills and the ability to establish rapport and build solid relationships with both internal partners and customers are critical. Neogen provides comprehensive training on internal processes and systems.

We are seeking candidates who are available to work from 8 am to 5 pm, Monday through Friday during Pacific Standard Time (PST) or Mountain Standard Time (MST) business hours. Flexibility within these time zones is required to accommodate team collaboration and meeting schedules.

Essential Duties and Responsibilities

• Field inbound customer calls and initiate outbound calls to notify customers of resolved order entry issues.
• Enter orders into CRM and Solomon from internal and external customers through inbound calls, faxes, and emails.
• Process Visa/MasterCard/American Express payments and confirm orders to customers via fax or email.
• Track customer shipments through the shipper.
• Enter complaints into the CMS system for merchandise, equipment, and loaners.
• Assist in setting up customer eCommerce accounts.
• File customer POs onto the N drive daily.
• Participate in special projects.
• Review open order reports daily to identify unconfirmed shippers.
• Assist sales reps with quotes and create orders when needed.
• Pull hard copies of invoices for customers and sales reps.
• Continue education on Neogen products and processes.
• Use product training to upsell customer orders.
• Participate in and assist with sales campaigns.
• Provide phone and email coverage for CSR colleagues who are out of the office.
• Assist with cross-training within the Customer Service Department.
• Update training manuals with new procedures related to assigned divisions.
• Work with buyers, planners, and the shipping department on inventory issues.
• Utilize phone etiquette skills daily with internal and external customers.
• Work with AR to assist customers with PO discrepancies, cases, account balances, etc.

Application Instructions

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Company Information

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.