[Hiring] Customer Service Representative @Neogen Corporation

Role Description

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.

Qualifications

• High school diploma or GED.
• One or more years 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.

Requirements

• 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, MasterCard, 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 on business and customer needs.
• Perform other related duties as assigned.

Company Description

Neogen protects the world’s food supply through a variety of animal healthcare products, food safety solutions for dangerous bacteria, allergens, toxins, drug residues, and much more.