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Customer Experience Specialist-Livestock

2 months ago

Lincoln, United States Neogen Full time
Come Be Part of a Mission that Matters

Job Overview: The Customer Success Specialist-Livestock is responsible for providing direct support to Tier I and Tier II customers and ensuring the continued success of Neogen Genomics' growing customer base. As a key member of the Customer Success team, your primary focus will be supporting the Customer Success Manager (CSM) and assisting customers with onboarding, technical resources, training, and creating a positive customer experience.

Essential Duties and Responsibilities:
  • Execute onboarding tasks for new business or commercial clients.
  • Provide an elevated level of technical knowledge of products, people, and internal processes for external and internal customers.
  • Assist with technical training for new and existing customers.
  • Partner with internal teams to ensure clear and timely communication for Tier I and Tier II customer complaints or inquiries. Provide backup support to the CSM for Tier III and Key accounts.
  • Stay up to date on customer messaging regarding new product offerings, changes to existing products, or updates to customer portals.
  • Answer calls to assist with Level II and Level III customer inquiries, as escalated by the Customer Support Team.
  • Assist in the development and maintenance of customer relationships.
  • Participate in team huddles, meetings, and continuing education.
  • Perform other duties as assigned by the manager.
Skills and Competencies:
  • Cultural Savvy: Demonstrates and lives Neogen's Pillars of Trust, including Openness, Honesty, Credibility, Respect, and Service through all actions, behaviors, and communication.
  • Communication: Effectively communicates through all necessary channels and actively listens to others.
  • Leading Others: Leads by example and fosters a culture of trust through teamwork.
  • Decision Making and Problem Solving: Identifies necessary information and makes timely decisions. Possesses the knowledge required to perform responsibilities.
  • Driving Performance: Remains focused, consistently meets productivity standards, and seeks help when needed.
  • Organizational Strategy: Understands their role within the organization and remains curious about how it fits within the broader strategy.
  • Inclusivity: Commits to creating an atmosphere where all individuals feel respected and have a sense of belonging. Identifies and mitigates bias and barriers to inclusion at personal, institutional, and process levels.
Qualifications:
  • Strong interpersonal and communication (verbal & written) skills.
  • Ability to prioritize based on customer needs.
  • Proficiency with the Microsoft Office suite is required.
  • Experience with Salesforce is helpful but not required.
  • Experience in the animal industry is beneficial but not required.
Education and Experience:
  • 1-3 years of customer service experience.
  • B.S. in a life sciences discipline or equivalent Neogen work experience.

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.

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.

WHO IS NEOGEN:

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.