Customer Support Consultant/ Lab Liaison

Are you ready to make a meaningful impact on the world of veterinary diagnostics? Join our growing Lab Liaison Team! Our collaborative, solution-driven team excels at problem-solving and customer outreach. If you’re passionate about teamwork, continuous learning, and providing an exceptional customer experience, this is an opportunity for you. 

PRIMARY DUTIES AND RESPONSIBILITIES: 

• Provide proactive customer outreach and resolve issues promptly to ensure an optimal customer experience. 

• Collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and testing 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 required; Associate or Bachelor’s degree 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. 

• What You Can Expect From Us: 

  Annual rates targeting: 33k

  Opportunity to do meaningful work where you positively impact the lives of people and pets all over the world 

  Schedule:   

  This is a full time (37.5 hr / wk), day-shift role with scheduled shifts Mon-Fri 9:00 am to 5:30  pm

  The shifts and hours may vary slightly depending on business needs. 

  Reliable and dependable attendance is an essential function of this position 

Physical Demands 

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

• Occasional lifting of items up to 25 pounds may be required. 

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

Work Environment 

• This position is based in the Wetherby Lab. 

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