Business Success Specialist - Veterinary Software

Overview

The Veterinary Software Business Services & Subscription team is adding a Business Support Specialist to help meet business demands. The role combines order entry and billing-related customer service.

Why this role matters:

This team is part of the Veterinary Software Customer Experience division. It focuses on improving the accuracy and response time of customer experience across IDEXX software from sale through the customer lifecycle.

The Business Support Specialist will help ensure accurate and timely billing of IDEXX software products and services. This role handles administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per audit standards.

• Customer Facing Billing Representative: Respond to customer inquiries regarding veterinary software billing, subscriptions, credits, and invoice questions. Serve as a subject matter expert on global software billing processes, policies, and procedures.
• Research and resolve complex billing issues in partnership with internal teams.
• Provide clear, professional, and customer-focused communication to ensure timely resolution of billing concerns.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Track and manage all customer-facing billing tasks through completion.
• Identify opportunities for process improvements.

• New contract/order processing: Operate in alignment with standard operating procedures and compliance requirements.
• Review and process contracts for financial terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
• Ensure compliance with audit standards and financial guidelines.
• Enter contract data into internal systems and maintain records in administrative portals.
• Maintain electronic filing and archive project documents, including project opening forms, contracts, proposals, and budget changes.
• Obtain appropriate approvals in accordance with company policies.
• Research and reconcile project-related billing issues, identify causes of variances, and resolve where possible.

• Invoice/usage management: Invoice and provide usage management for all Vet Soft products.
• Create entries, credits, and cancellations (Sales to Support).
• Update and maintain customer subscription details, reflecting requests accurately.
• Reconcile invoice discrepancies and collaborate with internal teams to resolve issues promptly.

• Additional projects related to IDEXX Veterinary Software: Data management using Excel across multiple systems.
• Collaborate with leadership and stakeholders on billing process design and workflow improvements for software products and teams.
• Collaborate with cross-functional teams to support billing operations and ensure data integrity.
• Provide user acceptance testing (UAT) for new processes as part of large-scale projects.
• Document new and existing billing processes to improve efficiency and accuracy.

• High-quality interpersonal skills with experience in customer service and relationship management; strong telephone skills to establish rapport.
• Strong verbal and written communication and cross-functional collaboration skills; ability to explain complex technical issues to both technical and non-technical users in a professional, positive manner.
• Comfortable discussing money matters with customers, including declining a request for credit when appropriate.
• Strong deductive reasoning and analytical skills.
• Attention to detail and data analytics skills, including intermediate Excel (e.g., SUM, VLOOKUP, XLOOKUP).
• Experience with SAP for order entry and reporting is a plus; training available for the right candidate.
• Ability to adapt to changes in role functionality as the position evolves.
• Organized with the ability to multi-task; solid follow-through with limited supervision.
• Comfortable adapting to change and driving process improvements.
• Experience in process improvement and independent/team work capabilities.
• Technical record-keeping management skills and proficiency in Microsoft Office.

• The first six weeks of training are…