Customer Support Representative I

ESSENTIAL FUNCTIONS:

• 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.

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.

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.