Business Success Specialist - Veterinary Software

Idexx•Westbrook, ID

7d•Hybrid

About The Position

The Veterinary Software Business Services & Subscription team is looking to add an additional Business Support Specialist member to our growing team to help meet business demands. This role is a unique combination of order entry and billing related customer service. This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all IDEXX software from sale throughout the customer lifecycle. The Business Support Specialist will play a key role in ensuring accurate and timely billing of IDEXX software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards.

Requirements

High quality interpersonal skills, with experience working with customers and maintaining good customer relationships.
Phone skills, with the ability to establish rapport.
Strong verbal and written communication and cross-functional collaboration skills, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
A strong deductive reasoning and analytical skills to resolve issues.
Attention to detail.
Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity).
Organized with the ability to multi-task.
Solid follow through with limited to no supervision.
Comfortable with adapting to situations and positively navigating change.
Process improvement experience and aptitude.
Ability to work independently and as part of a team.
Technical record-keeping management skills.
Personal computer skills, including Microsoft Office.

Nice To Haves

Prior experience working with SAP for order entry and reporting (training will be provided for the right candidate).

Responsibilities

Respond to customer inquiries regarding Veterinary Software billing, subscriptions, credits, and invoice-related questions serving as a subject matter expert on global software billing processes, policies, and procedures.
Research and resolve complex billing issues in partnership with internal teams.
Provide clear, professional, and customer-focused communication to ensure timely resolution of billing concerns.
Maintain accurate records of customer interactions, requests, and resolutions.
Track and manage all customer-facing billing tasks through completion.
Identify process improvements.
Review and process contracts for the financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
Ensure compliance with audit standards and financial guidelines.
Enter contract data into internal systems and maintain records in administrative portals.
Maintain electronic filing and archive project specific documents, including project opening forms, contracts, proposals and budget changes.
Ensure that appropriate approvals are obtained in accordance with company policies.
Research and reconcile project related billing issues, identify cause of project variances and clear when possible.
Invoice and provide usage management for all VetSoft Products.
Create Entries, Credits, Cancelations etc. (Sales to Support).
Update and maintain customer subscription details, making necessary changes to reflect requests accurately.
Reconcile invoice discrepancies and work with internal teams to resolve issues promptly.
Provide Data Management using excel skills in numerous systems.
Collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
Collaborate with cross-functional teams to support billing operations and ensure data integrity.
Provide UAT for new processes as part of large, scaled projects.
Document new and existing billing processes to improve efficiency and accuracy.