Customer Support Consultant

IDEXX is seeking a Customer Support Consultant for the Water line of Business.

The Customer Support Consultant will be performing a variety of customer service activities for internal and external water customers providing information resolving issues ensuring customer satisfaction responding to customer communications and addressing questions/issues/problems/concerns.

Work Schedule:

• M-F 8-5 EST and dates are to be determine
• Hybrid is not available until all training is complete which can vary by individual. Minimally this is 6-8 weeks and can go 4-5 months or longer.

What you will do:

• Answer Customer Calls and Emails.
• Place Orders and Track Shipments.
• Invoice/Billing Inquiries & Research.
• Shipment/Order Error Research.
• Answer general questions about products and services.
• Answer general questions about shipping conditions & transit times.
• Create orders quotes credits and rebills.
• Determines customer needs research and provides solutions coordinating with other team members as needed.
• Supports quality management system and other compliance requirements.
• Assist customers with ECommerce navigations.
• Provides customer support for water-testing equipment and other products and services.
• Support may consist of answering customer questions explaining products and services customer order entry and billing or 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.
• Resolves routine issues without supervisory approval.

What you will need to succeed:

• High School diploma or equivalent combination of education and experience required. Associates degree Bachelors degree or equivalent preferred.
• Possess high quality customer facing inter-personal skills with experience working with customers and maintaining good customer relationships.
• Record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills with ability to establish rapport.
• Attention to detail and ability to multi-task.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Supervisory skills if a lead position.
• Communication skills both verbal and written including ability to communicate complex issues n a professional positive friendly and understandable manner.
• Personal computer skills including Microsoft Office.
• Meet or exceed order accuracy call calibration goals and requirements.
• Display Product Knowledgeand utilize Process Knowledge.

Why IDEXX:

Were proud of the work we do because our work matters. An innovation leader in every industry we serve we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy to ensure safe drinking water for billions and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10000 talented people.

So what does that mean for you We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX you will be supported by competitive compensation incentives and benefits while enjoying purposeful work that drives improvement.

Lets pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women people of color LGBTQ 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.

#LI-KPI