Customer Support Consultant; Laboratory Liaison

Overview

As the first point of contact between IDEXX and our customers, IDEXX’s Customer Support Consultants (Lab Liaisons) are vital. IDEXX Bio Analytics’ 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, Bio Tech and academia to improve animal and human health.

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.

• 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 information, troubleshoot problems, and communicate information.

• 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.
• 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.
• Experience 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 an equivalent combination of education and experience.
• Ability to be on the phone/computer for up to 8 hours a day.