Customer Support Consultant

Job Summary

As a Customer Support Consultant, you will be the direct connection between IDEXX and our customers: veterinary professionals, laboratories who rely on us for vital diagnostic products and services. You will handle a high volume of customer inquiries via various contact-channels, seeking to resolve issues quickly, accurately, and with genuine care, helping clinicians make informed decisions and keep pets healthy.

Why This Role Matters

Our Customer Support Consultants are the face and voice of IDEXX. Every interaction shapes how our customers experience our products, our people, and our brand. Your ability to solve problems, build trust, and deliver a consistently great experience directly strengthens customer loyalty and supports better outcomes for the animals in their care.

What You'll Do

• Answer incoming customer calls, emails, and via other contact-channel inquiries in a professional, solutions-focused manner, striving for first-contact resolution

• Act as liaison between customers and IDEXX laboratories; provide and clarify laboratory services, test results, and coordinate sample collections

• Determine & resolve customer needs, engaging with internal teams as needed to resolve issues efficiently

• Maintain accurate, detailed customer records and case notes in relevant systems (e.g., Salesforce, SAP) to ensure data integrity

• Assist with billing and order fulfillment-related inquiries and liaise with internal partners as needed

• Educate customers on new products, services, and promotions, proactively supporting business and customer experience initiatives

• Identify and escalate issues appropriately, investigate and resolve customer complaints

• Identify opportunities to streamline processes and improve efficiency

• Willingly disseminate, corroborate knowledge and learnings with teammates and other internal stakeholders as needed

• Engage and support the quality management system and other compliance requirements including workplace safety

What You'll Need to Succeed

• A proven track record of delivering extraordinary customer service, ideally through phone and common contact channels.

• Min 2 years of experience in a service call center, veterinary practice, laboratory, or related technical field preferred
• Strong computer and technical skills, including proficiency in Microsoft Office; experience with Salesforce or SAP is a plus

• Excellent problem-solving, attention to detail, and organizational skills

• Ability to thrive in a fast-paced environment - comfortably managing a high number of customer interactions per day

• Active participation in call quality program and other training activities

• Ability to acquire and apply knowledge of IDEXX’s products and services

• Self-motivated, collaborative, and able to work independently as well as part of a team

• Veterinary, animal health, or scientific industry knowledge is advantageous

Work Environment & Schedule

• Requires extensive phone and computer use, the ability to operate (including sitting) for extended periods in an office environment/workspace

• Schedule flexibility is required, including rotating shifts across extended business hours, weekends & public holidays

• Reliable, dependable attendance is essential for this role

• Remote work requires a high-speed, hardwired internet connection and availability by business platforms including but not limited to phone, voicemail, email, and Microsoft Teams during scheduled hours

• The strength of this role is measured by customer satisfaction, service quality & efficiency, accuracy of customer information, compliance with IDEXX policies and the trust our customers place in IDEXX.

Why IDEXX?

There’s an energy across IDEXX that is contagious; join a great team where caring and committed people come together to make things better. We’re an innovation leader in every industry we serve, following our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease. With customers in over 175 countries and a global workforce of more than 10,000 talented people, we enrich the livelihoods of our employees through a positive, respectful culture that embraces challenges and encourages learning and discovery, backed by competitive compensation, incentives, and benefits.

Let’s pursue what matters together.

Equal Opportunity Employer

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.