Customer Service Representative

It's fun to work in a company where people truly believe in what they are doing! Join Neogen as a Customer Service Representative and play a key role in supporting our growing European, Middle Eastern, African and Indian (EMEAI) Customer Service Team, based onsite at our award‑winning facility in Auchincruive, Ayr. This mid-level position offers the opportunity to work in a fast-paced, international environment, ensuring a seamless experience for our customers, intercompany locations and APAC sales representatives throughout the entire order management process.

Key Responsibilities

• Manage customer orders from receipt through to dispatch, ensuring efficient and timely order flow management.
• Respond to customer, intercompany and APAC sales representative queries via email and telephone in a timely and professional manner.
• Liaise with internal departments (including logistics, administration, sales and marketing) to support new customer onboarding, sample shipments, delivery of results and invoicing.
• Provide accurate updates on order and stock status, including issuing certificates of analysis, technical documents, shipping documentation and back‑order information.
• Assist with investigating and resolving customer complaints, ensuring issues are handled promptly and effectively.
• Maintain up‑to‑date knowledge of product launches and updates, and work confidently within internal sales and invoicing systems.

Job Requirements

• Proven experience in a customer service role within a busy and dynamic environment, ideally in a B2B or technical/regulated sector.
• Strong IT skills, including confident use of Microsoft Office applications.
• Excellent organisational skills, with the ability to manage and prioritise a varied daily workload.
• Strong communication skills, both written and verbal, with a professional telephone manner and attention to detail.
• Ability to collaborate effectively with colleagues across different departments and regions.
• An understanding of food safety, and experience with Sage and/or Salesforce, would be advantageous but are not essential.
• Additional language skills would be beneficial.

What We Offer

• A role within an award-winning, growing organisation at the forefront of food and animal safety, supporting customers across EMEAI and APAC.
• A comprehensive benefits package, which may include:
• Holidays linked to length of service
• Contributory pension scheme
• Life insurance
• Share purchase scheme
• Subsidised private medical cover
• Cycle2Work scheme
• Employee assistance programme
• A stable working environment that supports both professional and personal development.
• A culture built on Neogen's Pillars of Trust – Openness, Honesty, Credibility, Respect and Service – fostering a consistent, healthy and respectful workplace for all employees.

We welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation, in line with the Equality Act 2010. All offers of employment will be subject to the right to work in the UK and to the fair and lawful processing of personal data in accordance with GDPR.