Customer Service Representative I

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Manage incoming customer calls and initiate outbound calls regarding order statuses, order-entry concerns, and various customer inquiries.

• Enter and process customer orders received via phone, fax, and email utilizing CRM and Solomon systems.

• Process payments from Visa, MasterCard, and American Express in accordance with company protocols.

• Send order confirmations via email or fax.

• Monitor customer shipments and provide relevant shipment details.

• Log customer complaints into the designated CMS system.

• Assist customers in setting up eCommerce accounts.

• Maintain customer purchase order records on the designated shared drive.

• Review open-order reports and pinpoint shipments that require follow-up or confirmation.

• Support Sales representatives with customer quotes and convert approved quotes into orders.

• Provide invoice copies to both customers and Sales representatives.

• Stay informed about Neogen products, services, and internal processes.

• Recognize opportunities to support or enhance customer orders utilizing product knowledge.

• Engage in customer and sales campaigns as assigned.

• Offer phone and email support for Customer Service team members.

• Participate in cross-training initiatives within the Customer Service department.

• Update and maintain departmental training documentation and procedures.

• Collaborate with Purchasing, Planning, Shipping, and Accounts Receivable to address issues related to inventory, orders, purchase orders, accounts, and cases.

• Communicate in a professional manner with both internal and external customers through phone and email.

• Engage in special projects and perform additional related tasks as assigned.

⛳️ Requirements

• High school diploma or GED is required.

• One or more years of experience in customer service, order processing, administrative support, or a related field, or an equivalent combination of education, training, and relevant experience.

• Proficiency in using Microsoft Word and Excel.

• Ability to accurately enter and maintain information in computer-based systems.

• Strong communication skills, both verbal and written, to interact professionally with internal and external customers via phone and email.

• Capability to read and interpret written procedures, instructions, and standard business documents.

• Skill in preparing routine written correspondence.

• Ability to organize tasks, manage multiple priorities, and meet established deadlines.

• Proficient in working effectively with cross-functional teams and customers.

• Excellent customer service and interpersonal skills.

• Professional communication skills for phone and email interactions.

• Strong attention to detail and commitment to accuracy.

• Ability to identify issues, gather pertinent information, and collaborate with appropriate partners to resolve customer concerns.

• Adaptability in communication style based on customer and business needs.

• Ability to work collaboratively across departments.

• Maintain confidentiality of customer and business information.

• Willingness to learn about Neogen products, systems, procedures, and processes.

• Ability to accept constructive feedback and apply it to enhance performance and work quality.

• Preferred: Associate or bachelor's degree.

• Preferred experience in a customer service or order-entry setting.

• Preferred familiarity with CRM, ERP, or order-management systems.

• Preferred experience with Solomon or similar ERP software.

• Preferred experience in processing customer payments, purchase orders, invoices, or account-related transactions.

• Preferred typing ability of approximately 50-60 words per minute accurately.

• Regular and dependable attendance is required.

• Flexibility to work occasional adjusted hours based on business and customer requirements.

• Capability to sit, use hands to operate computer and office equipment, and communicate verbally and electronically.

• Occasional ability to stand, walk, or lift/move items weighing up to 25 pounds.

🏝️ Benefits

• Comprehensive training on internal processes and systems.

• Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential functions.

• Equal Employment Opportunity, including individuals with disabilities and protected veterans.