Come Be Part of a Mission that Matters!

The Complaint Resolution Specialist plays a vital role in ensuring a positive customer experience by managing and resolving customer complaints efficiently and accurately. This individual is responsible for investigating complaints, disputing fines, processing account adjustments, and providing timely updates to customers, all while maintaining a strong understanding of company products and procedures.

Key Responsibilities:

• Manage and resolve assigned complaint queues within Salesforce with urgency and precision.
• Investigate the validity of cases thoroughly and ensure a fair and effective resolution.
• Accurately process account adjustments, including fines, credits and debits, in a timely manner.
• Deliver professional, clear, and proactive communication to customers throughout the complaint resolution process.
• Collaborate with departmental leads to identify trends, root causes, and training opportunities across Non-Operations departments.
• Stay up to date on Neogen products, services, and internal processes to ensure effective case handling.
• Maintain detailed records of complaint investigations and outcomes in accordance with company policies.

Qualifications:

• High school diploma or GED required; Associate or Bachelor’s degree preferred.
• Prior experience in customer service or complaint resolution strongly preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with Salesforce and Solomon is a plus.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Adaptable and inquisitive, with a proactive approach to learning and problem-solving.

WHO IS NEOGEN:

From farm to fork, we offer solutions to enhance the quality, quantity and safety of the global food supply. Our animal safety solutions are used on farms, veterinary practices and manufacturers around the world to provide the best animal care possible. Whether food or pharmaceuticals, Neogen’s provides a one-stop shop for the health and safety to our animals and our customers operations.

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.