IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 4,900 people and offers products to customers in over 100 countries.

We are seeking a Customer Support Consultant to provide customer support for one or more company products or services, veterinarians and other customers related to in-house pet and other animal health-care diagnostic instruments or laboratory services. Supports national network of pet and other animal diagnostic laboratories by answering questions and resolving issues, such as coordinating pick up, delivery questions, trouble shooting and repairing system, database or data communication issues, customer order entry, billing and other priorities.

Determines customer needs, researches and provides solutions, coordinating with other team members as needed. Ensures ongoing customer satisfaction and continuing strong customer relationships. Supports quality management system and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides support for veterinarians and other customers related to in-house pet and other animal health-care diagnostic instruments. Resolves customer issues such as troubleshooting instruments installed at customer locations, solving computer networking issues and other questions. Processes customer sales orders and resolves billing questions. Maintains customer documentation and information on system.
• Acts as customer relations interface between customers and the reference laboratories. Answering customer questions and resolving issues, engaging other Company resources as appropriate, such as providing lab test results, coordinating follow-up tests on samples, clarifying test results, coordinating pick- up and delivery questions and other issues. Researches questions and ensures ongoing customer satisfaction.

EDUCATION: High School Diploma required, Associates in Science -related field as applicable preferred. 4 year degree in biological sciences preferred

EXPERIENCE:

• Familiarity with customer service, technically-related fields, veterinary practices or lab experience preferred.
• Contact center experience preferred.
• Customer service ability required.
• Fluency is written and spoken English required
• Fluency in written and spoken French required

REQUIRED SKILLS AND ABILITIES:

• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Personal computer skills, including Microsoft Office.
• Ability to use and demonstrate an understanding of the technology and use of Company and competitor products the group supports.
• Strong computer and technical skills, with aptitude to learn applicable software and hardware as needed.
• Good understanding of general statistical and analytical techniques.

PHYSICAL DEMANDS:

• Extensive sitting, phone and computer use.
• Pager may be required based on skill and business need.
• Extend and reach with hands and arms and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools.
• May perform manual and automated assembly operations.
• Occasionally required to climb, balance, bend, stoop, kneel or crouch.
• May be required to lift, move and carry up to 50 pounds.
• Specific vision abilities required may include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Weekend hours and weekday overtime may be required as well as ability to work flexible work schedule may be required, based on business need.
• Some travel may be required.

WORK ENVIRONMENT:

• General office environment.
• Normal office noise level, with occasional moderate noise.

No unsolicited Employment Agency resumes are accepted.