Come Be Part of a Mission that Matters!
ESSENTIAL FUNCTIONS:
Customer Support Representative – Level I:
- 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.
Advancement Criteria (Level I to Level II):
- At least 6-months of internal (or external equivalent) experience at Level I.
- Demonstrated proficiency in core responsibilities with minimal errors.
- Consistent adherence to service standards.
- Effective problem-solving and communication skills.
Customer Support Representative – Level II:
All Level I essential functions, plus:
- Manage interdepartmental orders, sample send-backs, and international dashboards.
- Process and manage product-specific inquiries, including specialized orders and finish fail logs.
- Handle international dashboards and data releases in LIMS, ensuring accuracy and compliance.
- Collaborate with internal teams to resolve customer issues that require cross-departmental coordination.
- Support more complex customer inquiries, troubleshooting technical or order-related issues.
- Maintain high levels of customer satisfaction through proactive problem-solving and efficient task completion.
Core Competencies:
- Advanced Problem-Solving: Ability to resolve complex customer issues independently and effectively handle advanced customer inquiries.
- Cross-Team Collaboration: Ability to work with multiple teams to resolve issues and ensure seamless customer service.
- Analytical Skills: Strong ability to analyze issues, identify root causes, and implement effective solutions.
- Adaptability: Ability to handle a variety of tasks and adjust quickly to changes in customer needs or internal processes.
BASELINE 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.
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.