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May North American Beef 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.



Promote Cell Integrity and Optimize Liver Performance with AGRADO® Plus 2.0

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Liver abscesses are a common issue when cattle are fed high-grain diets. The high acid production in the rumen can break down the rumen wall lining, allowing bacteria to enter the bloodstream, where they get sequestered by the liver. The bacteria in the liver can cause abscesses which reduce liver value and ultimately reduce animal performance. Liver abscesses can reduce daily gain and feed efficiency by more than 10 percent, causing a significant economic loss. Studies show AGRADO® Plus 2.0 promotes cell integrity and the transfer of bacteria into the bloodstream is reduced. These studies also showed that liver abscesses were significantly less common when AGRADO® Plus 2.0 was included in a cattle’s diet compared to a controlled common diet. This improvement occurred in diets with and without tylosin.



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2019 National Cattlemen’s Beef Association


Novus® North America had a great time connecting with customers at the 2019 National Cattlemen’s Beef Association (NCBA) Convention in New Orleans, Louisiana, January 30-February 1. We look forward to seeing the team next year in San Antonio, Texas!



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Getting to Know Denise Melton

What is your official title at Novus®?
Senior Customer Service Manager

How long have you been with Novus®?
25+ years

What is your background in the industry?
Everything I’ve learned over the last 25 years.

Which Novus® product is your favorite?
Bulk ALIMET®

What accomplishment or moment in your career are you most proud of?
Participation and implementation of the Novus® order to cash system conversion (SAP).

What is the oddest or hardest question a customer or collaborator has ever asked you?
Not a question, but I once called a mill to notify them of an upcoming delivery. I asked if Tom was available and the person who answered the phone responded, “Naw, he’s married.” Made me laugh the whole day.

How do you work with customers to address their needs and overcome challenges they face?
Listen, confer with internal sources (e.g. logistics, sales, regulatory), offer solution(s) and always follow up.

In your opinion, what is the biggest challenge facing the animal agriculture industry today?
Freight transportation and labor shortages.

When you are not ensuring that customers get the best possible service, what do you like to do?
Boat on Kentucky Lake, walk and play with my grandchildren.

What is the best gift you have ever received?
A new wedding ring for our 20th anniversary.

What is your favorite beef/dairy/pork/poultry product to eat?
I LOVE all of them. My top pick would be a pork steak.

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