Customer Support Representative I

Role overview

Neogen is hiring a Customer Support Representative I to serve as a primary contact for customers and help ensure smooth handling of inquiries and routine service requests. This position supports customers through phone, email, and chat while also assisting with order-related tasks and internal account updates.

What you will do

• Act as the initial contact for customer questions coming in through phone, email, and chat.
• Respond to common questions about order progress, sample submission, and result-related inquiries.
• Process customer submissions, coordinate sample orders, and update accounts in Salesforce and other internal tools.
• Support standard service needs such as sending invoice copies and resolving small technical or service issues.
• Assist with administrative work performed in the office, including Mystery Orders, Accessioning Issues, and paperwork quality checks.
• Manage everyday customer requests and forward more complicated cases to the appropriate team when necessary.

Core strengths needed

• Clear communication and a strong customer-first mindset across multiple support channels.
• Ability to balance several tasks at once while keeping service quality high.
• Careful attention to detail when updating accounts, routing submissions, and checking documents.
• Basic troubleshooting ability to resolve routine issues and know when escalation is needed.

Qualifications

• High school diploma or equivalent is required; a bachelor’s degree is preferred.
• Prior experience in customer service or an office environment is strongly preferred, though not mandatory.
• Working knowledge of Microsoft Office Suite is required.
• Experience using Salesforce is an advantage but not essential.
• Professional phone manner and solid written communication skills are expected.
• Ability to handle customer concerns in a courteous, solution-oriented way.
• Strong verbal and written communication skills.
• Accuracy and precision in daily work with minimal errors.
• Team-oriented attitude and the ability to support shared goals.

About the company

Neogen operates one of the world’s largest genomics businesses, delivering accessible DNA testing solutions that support advances in animal care and breeding. Its tools are used by farmers, ranchers, and veterinary professionals to help improve safety and productivity in life sciences and agriculture.

Work culture

The company describes its environment as stable and growth-oriented, with a strong focus on both professional and personal development. Its guiding values include openness, honesty, credibility, respect, and service, which shape day-to-day decisions and the workplace experience.