Customer Support Consultant - Lab Liaison

Our Customer Support Consultants (Lab Liaisons) are the first point of contact between IDEXX and our customers, our support professionals are vitally important. In their roles, they develop deep and meaningful relationships with our customers, offering solutions to meet customer needs. Every interaction with a customer allows us to demonstrate the power of diagnostics in helping veterinary practices – and the pets under their care – thrive. 

Are you ready to make a meaningful impact in the world of veterinary diagnostics? Join our dynamic Lab Liaison Team, the vital link between our laboratories and clients across North America. Our collaborative, solutions-driven team excels at problem-solving and customer outreach. If you’re passionate about teamwork, continuous learning, and providing exceptional customer experiences, this is the opportunity for you.

Does that sound like you? Perfect. Let’s get started.   

IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care where the true strength in our name is the people behind it. Our reference laboratories make it possible for our customers to discover more with our unrelenting commitment to innovation, personalized support, guidance, and expertise, while providing the most complete and advanced menu of diagnostic tests along with technology and tools. 

PRIMARY DUTIES AND RESPONSIBILITIES:

• · Serve as a central point of contact for customer outreach, providing accurate information and resolving issues promptly to ensure customer satisfaction.

• · Collaborate with team members and subject matter experts to research and resolve complex issues.

• · Maintain strong internal and external customer relationships through professional, clear, and empathetic communication.

• · Support quality management systems and compliance requirements.

• · Contribute to team growth through active participation in development programs and collaborative knowledge sharing.

EDUCATION:

• High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

• Strong customer service and interpersonal skills with experience in building and maintaining relationships.

  · Ability to work collaboratively in a team-oriented environment, including across international teams and diverse cultures.

  · Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally.

  · Analytical and problem-solving skills to research and resolve issues effectively, using critical thinking to make sound decisions.

  · Proficiency in Microsoft Office and other relevant systems, with technical aptitude to learn new tools, lab processes, and diagnostic terminology.

  · Commitment to continuous learning and improvement, staying current with evolving processes, tools, and industry standards.

  · Ability to handle challenging conversations with professionalism and empathy, ensuring customer needs are met throughout the process.

  · Strong attention to detail and dedication to data accuracy and integrity to support compliance and quality standards

PHYSICAL DEMANDS:

• · This role involves extended periods of sitting and frequent use of phones and computers.

  · Occasional lifting of items up to 50 pounds may be required.

  · Visual and auditory acuity is necessary for accurate computer work and effective phone communication.

  · Flexibility to work extended hours when needed, with occasional travel possible.

WORK ENVIRONMENT:

• · This position is based in a laboratory setting, which may involve exposure to biohazards and chemicals.

  · Strict adherence to all safety standards, protocols, and protective measures is required to ensure a safe working environment.

What You Can Expect From Us: 

• Hourly rates targeting: $21.00 / hr

• Opportunity for annual cash bonus and merit pay increase consideration 

• Health / Dental / Vision Benefits Day - One 

• 5% matching 401k 

• On the job training and career advancement opportunities

• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundati