Lab Customer Support Consultant, English Speaking

Overview

As a Laboratory Customer Support Consultant, you will be the direct line between IDEXX and our customers, making this a crucial role 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 our pets healthy.

• Act as liaison between customers and IDEXX laboratories.
• Provide and clarify processes for laboratory tests.
• Coordinate follow‑up tests on samples.
• Assist with pick‑up and delivery of samples.
• Answer questions regarding turnaround time, sample type and pricing.
• Actively detect trends and find solutions for recurring issues.
• Respond to emails and record pending actions in the customer relationship system.
• Communicate with laboratories, sales team and fellow customer support colleagues.
• Build deep, meaningful relationships with customers, offering solutions to meet their unique needs.

• Fluency in English, both spoken and written.
• Additional fluency in another European language is desirable.
• Self‑motivated and creative with a high degree of accuracy and an analytical mindset.
• Flexible, open to change, able to think outside the box and stretch beyond comfort zones.
• Strong problem‑solving skills and keen attention to detail.
• Excellent communication (written, verbal) and listening skills.
• Ability to explain complex technical issues to technical and non‑technical users in a professional, positive, friendly manner.
• Strong interpersonal skills with the ability to establish rapport quickly.
• Proven track record of delivering extraordinary customer service.
• Strong computer and technical skills, with aptitude to learn software and hardware.
• Experience in a life‑science related or technical field, veterinary practice, laboratory setting, or contact‑center environment is helpful.
• Strong organizational skills, especially in a multi‑tasking environment.
• Ability to withstand stress.
• Availability to be on the phone for 8 hours a day and work full time (40 weeks a week).
• Proper workspace at home for remote work days, including a quiet area and space for a computer and an extra monitor.

• Fully remote or hybrid schedule; 8 days a month onsite at the office in Hoofddorp, Netherlands (office located next to the train station, 20 minutes from Amsterdam).
• International working environment.
• Social events, volunteering days and wellness activities.
• Autonomy in your work and ample support when you need it.
• A proud team motivated by a unified purpose of helping others.
• Opportunity for an annual equity bonus.
• On‑the‑job training and career advancement opportunities.
• Additional benefits: wellness resources, gym benefit, volunteer paid days off, bike plan, and more.
• 25 days holidays per year.
• Retirement/Pension contribution paid by IDEXX.

IDEXX is proud of the work it does. An innovation leader since 1983, our team members help pet owners worldwide keep companion animals healthy and happy, ensure safe drinking water for billions and help farmers protect livestock and poultry from disease. Customers exist in more than 175 countries and our workforce is a collaborative global group.

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 other protected class prohibited by local, state or federal laws.