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Customer Support Consultant

4 months ago

Columbia, United States IDEXX Laboratories, Inc. Full time

As the first point of contact between IDEXX and our customers, IDEXX's Customer Support Consultants (Lab Liaisons) are vital. In this role, you will 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.

This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

Does that sound like you? Perfect. Let's get started.

IDEXX BioAnalytics' scientific expertise takes a novel approach to the discovery of new diagnostic tests that supplement a robust portfolio of products and services. We partner with Pharma, BioTech, and Academia (the scientific community) to improve animal and human health.

In This Role:

* You will act as the liaison between customers and the IDEXX laboratories.
* You will provide information, resolve issues, and ensure customer satisfaction for both internal and external customers.
* Your work will be heavily email-based, responding to customer phone and electronic communications.
* You will research documentation, correct processing errors, resolve technical issues, compile customer info, troubleshoot problems, and communicate information.



What You'll Need to Succeed:

* The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator.
* It is important to have strong computer and technical skills, with the aptitude to learn.
* You will be a master problem solver with fine attention to detail.
* Superb communication and listening skills are a must in order to be a successful customer support specialist.
* A proven track record of providing extraordinary customer service
* You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions
* You are experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
* Strong written and verbal communication skills; strong interpersonal skills with the ability to establish rapport quickly
* Strong organizational skills, especially in a multi-tasking environment
* You possess an associate's or bachelor's degree in a scientific discipline (preferred) or equivalent combination of education and experience.
* Ability to be on the phone/computer for up to 8 hours a day.

What You Can Expect From Us:

* Hourly rate targeting $19.60
* On the job training and career advancement opportunities
* Opportunity for annual cash bonus and merit pay increase consideration
* Health / Dental / Vision Benefits Day - One
* 5% matching 401k
* Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
* Opportunity to do meaningful work where you positively impact the lives of people and pets all over the world

Schedule:

* This is a full time (40 hr/wk), day-shift role with scheduled shifts Monday - Friday , 8:00 am - 5:00 pm.
* The shifts and hours may vary slightly depending on business needs.
* Reliable and dependable attendance is an essential function of this position

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.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

This Customer Support Consultant - Lab Liaison position will be based out of our Columbia, MO location.

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