Customer Support Supervisor

ESSENTIAL FUNCTIONS:

• Supervise the day-to-day activities of Customer Support Representatives (Levels I–III), ensuring consistent execution of service tasks, adherence to procedures, and high-quality customer interactions.
• Provide regular feedback, coaching, and training to team members to foster skill development, professional growth, and readiness for advancement through Neogen’s CSR career pathway.
• Track individual and team performance metrics (e.g., case resolution time, error rates, customer satisfaction) to ensure service excellence and identify areas for improvement.
• Serve as the point of escalation for complex or high-impact customer concerns, guiding CSRs through resolution and stepping in when needed to maintain service standards.
• Assign tasks, manage scheduling and workload balancing, and ensure appropriate coverage during peak times or staff absences.
• Review team activity for accuracy and compliance with internal systems (e.g., Salesforce, LIMS) and quality standards; drive consistency in documentation and customer communication.
• Collaborate with internal departments such as Sales, Logistics, Lab Operations, and Technical Support to ensure smooth resolution of issues that span multiple teams.
• Generate regular reports on team performance, case trends, customer feedback, and service metrics; present insights and recommendations to leadership to support strategic decisions.
• Lead or contribute to special projects aimed at improving customer experience, optimizing workflows, supporting new product rollouts, or implementing service enhancements.
• Facilitate regular team meetings and huddles to share updates, reinforce policies, discuss challenges, and celebrate achievements.
• Identify opportunities for process enhancements based on customer feedback, recurring issues, or internal system inefficiencies, and work with leadership to implement changes.
• Other duties as assigned by the manager.

PREFERRED QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor’s degree in Business, Communications, or a related field strongly preferred.
• Minimum 3 years of experience in a customer service or support role. At least 1–2 years of experience in a supervisory or team lead capacity, preferably in a high-volume or technical customer service environment.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Word, Teams) required.
• Experience using Salesforce or a similar CRM platform strongly preferred.
• Strong leadership and team-building skills, with the ability to coach and mentor individuals at varying skill levels.
• Excellent verbal and written communication skills, including the ability to deliver feedback and facilitate team discussions.
• Strong problem-solving and decision-making skills with the ability to analyze trends, identify root causes, and implement effective solutions.
• Demonstrated ability to manage multiple tasks, priorities, and deadlines in a fast-paced environment.
• Comfortable collaborating with internal stakeholders across departments to support customer outcomes and operational efficiency.

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.