•   North America
  • Services
  • Sustainability
  • Careers
  • Search

May Canadian Ruminant E-newsletter

Our Commitment to Excellent Customer Service

a9980181-3c9f-4d6c-85e7-6756ca414a8fCustomer service at Novus® means much more than inputting delivery orders. Denise Melton, Senior Customer Service Manager, shared our wholistic approach to caring for a customer and explained how our customer service representatives ensure each customer receives timely and efficient service 24/7—no exceptions.

Our team manages over 400 customer bulk inventories, 24 hours a day, 7 days a week, including holidays. Through unexpected challenges such as extreme weather or unscheduled truck maintenance, our customer service representatives manage the situation and work to provide a solution. We utilize extensive reporting and work side-by-side with dedicated on-site carrier personnel, systems engineer and a dedicated AIMS equipment and technical vendor to assist with on-time delivery dates and quantity efficiencies.

For specialty order fulfillment, customer service representatives enter over 3,000 transactions yearly, ranging from 1 bag to 20MT of our made-to-sell and made-to-order products sourced from 7 warehouses across North America. All orders are confirmed within 24 hours of order placement and tracked through delivery. To order, customers can simply email novus.orders@novusint.com.

Our customer service representatives respond to all customer inquiries and have direct access to experts within Novus® to guide customers to the right answer. In addition to order fulfillment, our team is also responsible for the administration of an online customer portal to access current ALIMET® and SANTOQUIN® inventory, daily and monthly customer-specific invoicing and a recycling program for empty totes and drum return. With a dedicated team and multi-faceted approach to customer service, Novus® continues its legacy of trust, excellence and superb service.



b72b2eea-2a17-43a6-a89f-310a91a9d1f8

Learn How MINTREX® Trace Minerals Can Improve Your Profitability with the VERIFY℠ MINTREX® Profit Tool

Novus® has developed an interactive tool to help our customers understand how MINTREX® trace minerals can benefit their herds and deliver a consistent return on investment. With the VERIFY℠ MINTREX® Profit Tool, you have access to the newest information on MINTREX®, trials and the specific benefits of the product. Each benefit of MINTREX® is highlighted in the program which allows you to see exactly how each benefit translates into a dollar value for your operation. MINTREX® optimizes nutrition which benefits overall health. Compared to cows fed inorganic trace minerals, research shows cows fed MINTREX® have shown reduced lameness, increased milk production and reproductivity. To find out how MINTREX® can benefit your herd and help improve your profitability, contact your local sales representative or email contact.usa@novusint.com.



49e727e2-9fa2-42ee-8692-4761548469ed

Novus at the Canadian Dairy Expo

The Novus® team had a great time connecting with leaders and pioneers in the dairy industry during the Canadian Dairy Expo, April 3-4. We will see you next year, April 1-2, in Stratford, Ontario!



28a589a0-2213-49d2-aa8c-e862c3e85a60 Getting to Know Claire Heiwy

What is your official title at Novus®?
Ruminant Sales Manager for the Canada team

How long have you been with Novus®?
4 months

What is your background in the industry?
Master’s degree in animal science and 3 years in formulation (ruminant and poultry)

Which Novus® product is your favorite?
MINTREX®

What accomplishment or moment in your career are you most proud of?
I really enjoyed being part of the project to develop business in Mali. We helped a customer build a new mill and expand their business across Africa. This project was great because I was facing a new culture and new raw materials.

What is the oddest or hardest question a customer or collaborator has ever asked you?
As I was a feed formulator, customers were always in a hurry to get their new formula quickly (especially when they had an issue on site). The hardest question was to satisfy the customer in terms of turnaround time. The most off-topic question I ever got was to help the Vancouver Zoo to put together a milk replacer for baby seals.

How do you work with customers to address their needs and overcome challenges they face?
By listening and understanding their challenges. By being on the field with them and making sure I am understanding the challenges they are facing.

In your opinion, what is the biggest challenge facing the animal agriculture industry today?
Facing public opinion on agriculture and adapting production to the consumer.

When you are not promoting Novus® products what do you like to do?
I like playing sports (tennis, squash) and outdoor activities (hiking).

What is your favorite museum and why?
Le Louvre – it’s a huge museum where everybody can find something of interest.

What is your favorite beef/dairy/pork/poultry product to eat?
Roast chicken

Related Resources