Business Success Specialist - Veterinary Software

Business Support Specialist

The Veterinary Software Business Services & Subscription team is looking to add an additional Business Support Specialist member to our growing team to help meet business demands; the role is a unique combination of order entry and billing related customer service.

This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all IDEXX software from sale throughout the customer lifecycle.

The Business Support Specialist will play a key role in ensuring accurate and timely billing of IDEXX software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards.

In this role:

Customer Facing Billing Representative:

• You will respond to customer inquiries regarding Veterinary Software billing, subscriptions, credits, and invoice-related questions serving as a subject matter expert on global software billing processes, policies, and procedures.
• You will research and resolve complex billing issues in partnership with internal teams.
• You will provide clear, professional, and customer-focused communication to ensure timely resolution of billing concerns.
• You will maintain accurate records of customer interactions, requests, and resolutions.
• You will track and manage all customer-facing billing tasks through completion.
• You will identify process improvements.

New contract/order processing:

• You will operate in a manner aligned with standard operating procedures and other compliance requirements.
• You will review and process contracts for the financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
• You will ensure compliance with audit standards and financial guidelines.
• You will enter contract data into internal systems and maintain records in administrative portals.
• You will maintain electronic filing and archive project specific documents, including project opening forms, contracts, proposals and budget changes.
• You will ensure that appropriate approvals are obtained in accordance with company policies.
• You will research and reconcile project related billing issues, identify cause of project variances and clear when possible.

Invoice/usage management:

• You will invoice and provide usage management for all Vet Soft Products.
• You will create Entries, Credits, Cancelations etc. (Sales to Support).
• You will update and maintain customer subscription details, making necessary changes to reflect requests accurately.
• You will reconcile invoice discrepancies and work with internal teams to resolve issues promptly.

IDEXX Veterinary Software additional projects but not limited to:

• You will provide Data Management using excel skills in numerous systems.
• You will collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
• You will collaborate with cross-functional teams to support billing operations and ensure data integrity.
• You will provide UAT for new processes as part of large, scaled projects.
• You will document new and existing billing processes to improve efficiency and accuracy.

What You Need to Succeed:

• High quality interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport.
• Strong verbal and written communication and cross-functional collaboration skills, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
• A strong deductive reasoning and analytical skills to resolve issues.
• Attention to detail.
• Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity).
• Preference will be given to candidates with prior experience working with SAP for order entry and reporting - for the right candidate we will be willing to train.
• The ideal candidate will be able to adjust to changes in the functionality of the role as the position evolves.
• Organized with the ability to multi-task. Solid follow through with limited to no supervision.
• Comfortable with adapting to situations and positively navigating change.
• Process improvement experience and aptitude.
• Ability to work independently and as part of a team.
• Technical record-keeping management skills.
• Personal computer skills, including Microsoft Office.

What you can expect from us:

• The first six weeks will be training Monday – Friday on-site at the global campus in Westbrook, Maine. Once training is completed, the…