Laboratory Customer Support Consultant - English speaker

As a Laboratory Customer Support Consultant (English speaker), you are the direct line between IDEXX and our customers. That is why you are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep pets healthy.

As the first point of contact between IDEXX and our customers, our support professionals are vitally important.

In this role, you develop deep and meaningful relationships with our customers, offering solutions to meet their unique needs. Every interaction with a customer allows us to demonstrate the power of diagnostics that helps veterinary practices—and the pets under their care—thrive.

As a member of this team, this is what your day would look like: You start working in the morning, a vet is calling you. They have to plan a surgery on Molly the cat and it requires additional tests that need to be sent to one of our laboratories based on the preliminary testing results. So now he is calling you to request these additional tests, enquiring to learn more about what samples to send and the turnaround time of the tests. You need to help them with answers in a timely & accurate manner. How does it sound?

What you will do:

• You will act as the liaison between customers and the IDEXX laboratories
• You will provide and clarify processes for lab tests, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples
• You will be helping our customers with questions regarding turn-around time, sample to use and pricing
• You will be actively detecting trends and finding solution for recurring issues
• You will be answering on emails and taking notes on all pending actions in our customer relationship systems
• You will be connecting with the laboratories, the sales team and your fellow customer support colleagues

What else do we offer:

• You’ll be working in an international environment
• Join the social events, volunteering days and our wellness activities
• We offer virtual, hybrid or on-site type of work
• From day one, you will get full autonomy in your work and ample support when you need it
• You will join a successful team who is proud of the work they do and motivated by their unified purpose of helping others
• You will work with people who are inspiring, open, and the best in their operating space
• We believe in you—with a team of over 10,000 all over the globe, there are lots of opportunities for learning, personal growth, and career expansion

What You Need to Succeed:

• The ideal candidate is self-motivated and creative person, who can anchor these traits with a high degree of accuracy and an analytical mindset
• Fluent in English, spoken and written is a must. Fluency in Dutch and/or French would be an important addition
• Things are changing at a rapid pace at IDEXX. This requires a degree of flexibility on your side, to take on new challenges, to be open to change, to think outside of the box, and to be stretched beyond your comfort zone
• You mastered problem solving skills and you have a fine attention to detail
• Superb communication (both written and verbal) and listening skills are a must, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner. Strong interpersonal skills with ability to establish rapport quickly
• A proven track record of providing extraordinary customer service
• It is important to have strong computer and technical skills, with the aptitude to learn applicable software and hardware
• You are experienced in a technically related field; veterinary practice, laboratory setting, and/or contact center environment is helpful
• Strong organizational skills, especially in a multi-tasking environment
• Ability to withstand stress
• Ability to be on the phone for 8 hours a day
• A proper work space at home for the days when not working from the office, with a quiet area and the space to set up a computer and an extra monitor

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Did we mention that we are a dog-friendly office?