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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.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Field inbound customer calls and initiate outbound calls to notify customer of resolved order entry issue

• Order entry into CRM and Solomon from internal and external customers through inbound calls, faxes and emails.

Order entry into CRM and Solomon Process Visa/MasterCard/American Express payments Confirmation of order to customer via fax or email Track customer shipments through shipper

• Entry of complaints into CMS System for merchandise, equipment and loaners.
• Assist in setting up customer eCommerce accounts

• Daily filing of customer PO onto N drive
• Participate in special projects
• Review open order report daily to identify shippers not confirmed
• Assist sales reps with quotes and create into orders when needed
• Pull hard copy of invoices for customers and sales reps
• Continue education of Neogen products and processes
• Use product training to up sell customer orders
• Participate and assist in sales campaigns
• Phone and email coverage for CSR’s out of office
• Assist with cross training Customer Service Department
• Update training manual with new procedures pertaining to assigned division (s)
• Work with buyer, planner and shipping department on inventory issues
• Phone etiquette skills used on daily basis with internal and external customers
• Work with AR in assisting customer with issues of PO discrepancy, Cases, account balance, etc.
• Flexible work hours

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Respond to requests for service and assistance from internal and external customers.

Interpersonal Skills – Excellent phone etiquette, works well with others and maintains confidentiality.

Written Communication - Edits work for spelling, correct quantities and pricing and able to read and interpret written information.

Organizational Support - Follows policies and procedures and be knowledgeable of Neogen products.

Planning/Organizing - Use time efficiently, multitask and daily filing.

Quality - Demonstrates accuracy and thoroughness, initiate ways to improve and promote quality within the department and company and apply feedback from others to improve performance and monitor own work to ensure quality.

Quantity - Complete work in timely manner and increase order entry numbers on a monthly basis

Attendance/Punctuality - Is consistently at work and on time and ensure work responsibilities are covered when absent.

Initiative – Through communication with internal and external customers, find solutions for ongoing daily issues in customer service and the company to improve the processes and procedures.

Dependability - Follows instructions and respond to management direction.

Qualifications: To perform job successfully, an individual must be able to perform each essential duty mentioned above. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED), College Degree preferred; or one to three years related customer service experience and/or training; or equivalent combination of education and experience.

Organizational Skills:   To perform this job successfully, an individual must have good organizational, multitasking, and filing skills.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals and ability to write routine correspondence. 

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software.  CRM and/or Solomon experience preferred.  Typing 50-60 wpm

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to odors. The noise level in the work environment is usually quiet.

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.