Customer Support Consultant - Water Division

IDEXX•Scarborough, ME

7d•Hybrid

About The Position

IDEXX is seeking a Customer Support Consultant for their water division. This role involves answering customer calls and emails, placing orders, tracking shipments, and handling invoice/billing inquiries. The consultant will research shipment/order errors, answer general questions about products, services, shipping conditions, and transit times. Key responsibilities include creating orders, quotes, credits, and rebills, determining customer needs, researching and providing solutions, and coordinating with team members. The role also supports the quality management system and compliance requirements, assists customers with ECommerce navigation, and provides support for water-testing equipment and other products/services. The goal is to ensure ongoing customer satisfaction and strong customer relationships. Routine issues are resolved without supervisory approval.

Requirements

High School diploma or equivalent combination of education and experience required.
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.
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 Knowledge and utilize Process Knowledge.

Nice To Haves

Associates degree, Bachelors degree or equivalent preferred.
Supervisory skills, if a lead position.

Responsibilities

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.