Customer Service Rep I

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, 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.

Basic 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.

Preferred Qualifications

• Associate or bachelor's degree.
• Experience in a customer service or order-entry environment.
• Experience using CRM, ERP, or order-management systems.
• Experience with Solomon or similar ERP software.
• Experience processing customer payments, purchase orders, invoices, or account-related transactions.
• Ability to type approximately 50-60 words per minute accurately.

Knowledge, Skills, and Abilities

• Strong customer service and interpersonal skills.
• Professional phone and email communication skills.
• Strong attention to detail and accuracy.
• Ability to organize and prioritize multiple tasks.
• Ability to identify issues, gather relevant information, and work with appropriate partners to resolve customer concerns.
• Ability to adapt communication style based on customer and business needs.
• Ability to work collaboratively across departments.
• Ability to maintain confidentiality of customer and business information.
• Ability to learn Neogen products, systems, procedures, and processes.
• Ability to accept feedback and apply it to improve performance and work quality.

Physical Demands

The physical requirements described below represent those associated with performing the essential functions of this position. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions.

The employee is regularly required to sit, use hands to operate computer and office equipment, and communicate verbally and electronically. The employee may occasionally be required to stand or walk and may occasionally lift or move items weighing up to 25 pounds. The position requires the ability to perform computer-based work and review detailed information for extended periods.

Work Environment

This position is generally performed in an office or similar work environment. The noise level is typically low. The employee may occasionally encounter workplace odors associated with the surrounding business environment.

Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity

Neogen is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.