Customer Service Manager

Department: Operation

Manager: Operation Manager, Korea

Follows a variety of generally defined procedures under general guidance. Handles multiple inquiries and develops solutions for moderately complex issues within customer service areas, such as Account Management, Upselling, Customer Service Analytics.

Independently handles accounts with broader complexity and internal breadth. Demonstrate greater knowledge of systems/processes.

Participates in and may lead project teams. Works under limited supervision.

Essential Duties & Responsibilities:

(Additional duties may be assigned depending on experience)

• Follows a variety of generally defined procedures under general guidance within customer service areas, such as Account Management, Upselling, Customer Issues Resolution, Customer Inquiry Support, Customer Service Analytics, etc. Works independently and output is occasionally reviewed while in progress. The supervisor is consulted for assistance in problem areas.

• Uses customer service theories and practices to provide guidance/or training, as well as leading for change, to lower-level co-workers within the same or job-related work group on moderately complex duties.

• Handles a variety of inquires and develops solutions for moderately complex issues. Solutions are often based on the review of prior practices and/or experiences in similar situations. Most complex problem solving may require the use of experience, analysis, and research to resolve.
• Decisions or actions are based on more alternatives and greater adaptation to circumstances, having a clear impact on operational effectiveness of work operations, schedules, or performance goals.
• Work tasks encompass concepts within one or more discipline/practice within one department/location. Working tasks might include:
  • Maintains relationships with customers or specific accounts by understanding, anticipating, and identifying their product and service needs.

  • Handles moderately complex customer inquiries/complaints such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and identifies and implements improvements to respective department(s).

  • Identifies patterns of problems to improve customer service and customer satisfaction level.
  • Identifies areas of opportunity to improve communication, efficiency of operations, customer satisfaction, and sales expectation identification to strengthen the Neogen/customer partnership.
  • Prepares moderately complex service performance reports and write specifications for customer service methods.
  • Prepares moderately complex qualitative and quantitative service performance reports and suggests improvements to respective department(s).
  • Conducts customer service supply chain process analysis and drives account cycle time as well as on-time delivery improvement.
  • Handles customer transactions related to order management, order status, inquiries, back orders, proofs of delivery, freight claims, payment deductions or discrepancies, and other related policies and procedures.
  • Provides a broad range of import/export support including regulatory and classification counsel to assigned businesses.
  • May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility.
• Primary contacts are typically external customers and internal business partners (such as, distribution, lab, quality, transportation, sales, marketing), and on a professional, supervisory, or co-worker level.
• Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with Neogen’s values and ethical standards.

Job Requirements/Qualifications:

• Minimum Qualification: Bachelor’s degree or higher
• 7+ years related experience and/or training; or equivalent combination of education and experience
• Knowledge of technology such as customer portal, social media, social community, CRM tool, etc. Knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required. Generally requires the ability to communicate in written English.

Language Skills:

Business level of English.

Mathematical & Computer Skills:

Proficiency with Microsoft Office applications.

General Requirements:

• Must be highly motivated, driven with excellent organization skills and the ability to work as part of a team, as well as on own initiative.

Neogen Corporation is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.