Customer Support Representative

Neogen Corporation is a global genomics company providing affordable DNA testing and tools used in agriculture and veterinary care. The Customer Support Representative (Level I/II) serves as the first point of contact to handle customer inquiries, manage orders and submissions, and ensure accurate account and system updates. The role supports customer satisfaction through timely service, problem-solving, and coordination with internal teams.

• Serve as the first point of contact for customer inquiries via phone, email, and chat.
• Answer customer questions regarding order status, sample submission, and results inquiries.
• Route customer submissions, manage sample orders, and perform account updates in Salesforce and internal systems.
• Provide invoice copies and troubleshoot minor customer issues.
• Assist with routine administrative work, including Mystery Orders, Accessioning Issues, and paperwork quality control (in-office).
• Manage routine inquiries and escalate complex issues as needed.
• Handle interdepartmental orders, sample send-backs, and specialized order workflows (Level II).
• Process product-specific inquiries and maintain finish fail logs (Level II).
• Manage international dashboards and data releases in LIMS, ensuring accuracy and compliance (Level II).
• Collaborate with internal teams to resolve cross-department customer issues (Level II).
• Troubleshoot more complex technical or order-related inquiries and proactively maintain customer satisfaction (Level II).

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Customer service or office experience strongly preferred but not required.
• Proficiency with Microsoft Office Suite required.
• Salesforce experience preferred but not required.
• Strong phone etiquette and written communication skills.
• Customer-centric approach and ability to handle inquiries professionally.
• Ability to resolve customer issues efficiently and accurately; attention to detail with minimal errors.
• Time management skills and ability to manage multiple tasks.
• Ability to work as part of a team and collaborate across departments.
• For advancement from Level I to Level II: at least 6 months in Level I (or external equivalent), demonstrated proficiency with minimal errors, consistent adherence to service standards, and effective communication/problem-solving.

• In-office components mentioned (paperwork quality control).
• No schedule, benefits, or compensation details provided.