Lab Customer Support Consultant, English Speaking

As a Laboratory Customer Support Consultant, you will be the direct line between IDEXX and our customers, making this a crucial role to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy. 

Why this role matters:

You will be the first point of contact between IDEXX and our customers, which makes this role vitally important.

You will develop deep and meaningful relationships with our customers, offering solutions to meet their unique needs. Every interaction with a customer allows IDEXX to demonstrate the power of diagnostics that helps veterinary practices – and the pets under their care – thrive.

As member of this team, this is what your day would look like: You start working in the morning, a vet is calling you. At the clinic, they have to plan a surgery on Molly the cat and it requires additional tests that need to be sent to one of our laboratories based on the preliminary testing results. So now, the vet clinic is calling you to request these additional tests, enquiring to learn more about what samples to send and the turnaround time of the tests. You need to help them with answers in a timely & accurate manner.

In this role:

• You will act as the liaison between customers and the IDEXX laboratories

• You will provide and clarify processes for lab tests, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples

• You will be helping our customers with questions regarding turn-around time, sample to use and pricing.

• You will be actively detecting trends and finding solution for recurring issues.

• You will be answering on emails and taking notes on all pending actions in our customer relationship systems.  

• You will be connecting with the laboratories, the sales team and your fellow customer support colleagues.

What You Need to Succeed:

• Fluency in English, spoken and written is a must. Additional fluency in another European language would be an important addition.

• You are self-motivated and creative person, who can anchor these traits with a high degree of accuracy and an analytical mindset. 

• You are flexible to take on new challenges, you are open to change, to think outside of the box, and to be stretched beyond your comfort zone.

• You master problem solving skills and you have a fine attention to detail. 

• You have superb communication (both written and verbal) and listening skills, which are a must in order to be a successful laboratory customer support consultant. Including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner. Strong interpersonal skills with ability to establish rapport quickly.

• You have a proven track record of providing extraordinary customer service.

• You have strong computer and technical skills, with the aptitude to learn applicable software and hardware.

• You are experienced in a life science related or technical field, veterinary practice, laboratory setting, and/or contact center environment is helpful.

• You have strong organizational skills, especially in a multi-tasking environment.

• You have an ability to ability to withstand stress.

• You have an ability to be on the phone for 8 hours a day and able to work full time (40 hours a week).

• You have a proper work space at home, for the days when you are not working from the office, with a quiet area and the space to set up a computer and an extra monitor.

What you can expect from us:

• This position can be either fully remote or hybrid, combining work days at our office in Hoofddorp, Netherlands (8 days a month onsite) and remote. Our office is located next to the train station, 20 minutes from Amsterdam.

• An international environment.

• Social events, volunteering days and wellness activities.

• Autonomy in your work and ample support when you need it. 

• A successful team who is proud of the work they do and motivated by their unified purpose of helping others. 

• Opportunity for annual equity bonus

• On the job training & career advancement opportunities.

• Additional benefits including, but not limited to wellness resources, gym benefit, volunteer paid days off, bike plan, and much more.

• 25 days holidays per year

• A Retirement/Pension contribution paid by IDEXX

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members 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.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s 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.

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