Customer Support Supervisor (m/f/d)
IDEXX is recruiting for a Customer Support Supervisor. IDEXX’s Customer Support Consultants are the direct line between IDEXX and our customers, crucial employees who help us achieve our purpose. In this role, you will lead a team of consultants responsible for driving customer loyalty and ensuring that our customers are satisfied and are achieving measurable value from our products and services.
Are you a leader supporting teammates to develop and give the best of themselves to ultimately reach customer experience promise?
Are you able to work with different groups in a fast-paced environment?
Does that sound like you? Perfect. Let’s get started.
As our supervisor, you will:
Lead and support a team of ~15 employees and continually seek opportunities to improve the operations, including people, processes, and technology.
Coordinate day-to-day operations and ensure project goals are met
Develop and mentor your team through onboarding, open communication, training, development opportunities, and performance management processes.
Monitor, analyze and optimize relevant Key Performance Indicators (KPIs).
Build and maintain employee morale and motivation; ensuring the team is appropriately staffed with required competencies.
Maintain close cooperation with other departments, especially commercial leaders. Collaborate with Support Leaders from other countries and participate in driving the vision of an EMEA-wide process alignment.
Together with internal departments, ensures compliance with German labor laws, applying a foundational understanding to guide decisions and processes.
What You Need to Succeed
2+ years' experience in a customer centric environment, including management and leadership experience.
Demonstrated skills in leadership, performance coaching, problem-solving, strategic thinking, planning, and delegating.
Proven capability to collaborate with all levels of the organization.
Analytical and strategic thinking skills.
Excellent verbal and written communication skills, strong interpersonal/communication skills.
High resilience, flexibility, and situational adaptability.
Strong organizational skills, especially in a multi-tasking environment.
Fluent in German and English (written and verbal); proficiency in one of the teams’ languages is preferred.
Why IDEXX
We’re 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 10,000 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. Did we mention that we are a dog-friendly office?
Let’s pursue what matters together.
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.
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IDEXX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about IDEXX and has not been reviewed or approved by IDEXX.
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Healthcare Strength — Health coverage is described as comprehensive with day-one eligibility and added programs for mental health and musculoskeletal care. Feedback suggests insurance quality is strong, with multiple plan options and supportive wellness services.
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Retirement Support — Retirement savings support is highlighted through a clear 401(k) match that begins after an initial waiting period. Feedback suggests this materially strengthens total compensation beyond base pay.
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Leave & Time Off Breadth — Time-off programs are depicted as generous, including PTO, paid holidays, and volunteer days. Parental leave and adoption assistance add to the breadth of paid leave options.
IDEXX Insights
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What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock. We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better. IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries. Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices. We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk. Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
