Customer Support Consultant - Lab Liaison

IDEXX•Elmhurst, IL

13d•Onsite

About The Position

As a Customer Support Consultant on our Lab Liaison team, you will collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and testing issues, providing proactive customer outreach and resolving issues promptly. This is a full-time position with excellent day-one benefits. IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care where the true strength in our name is the people behind it, including this role. Our reference laboratories make it possible for our customers to discover more with our unrelenting commitment to innovation, personalized support, guidance, and expertise, while providing the most complete and advanced menu of diagnostic tests along with technology and tools. The focus on enhancing the lives of people and pets, starts with our own employees and empowering them to achieve their goals, focusing on continuous improvement, and supporting the strong collaboration and inclusiveness that exist in our team.

Requirements

High School diploma or equivalent required
Strong customer service and interpersonal skills with experience in building and maintaining relationships
Proficiency in Microsoft Office and other relevant systems, with technical aptitude to learn new tools, lab processes, and diagnostic terminology
Analytical and problem-solving skills to research and resolve issues effectively, using critical thinking to make sound decisions
Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally
Ability to work collaboratively in a team-oriented environment, including across international teams and diverse cultures
Commitment to continuous learning and improvement, staying current with evolving processes, tools, and industry standards
Ability to handle challenging conversations with professionalism and empathy, ensuring customer needs are met throughout the process
Strong attention to detail and dedication to data accuracy and integrity to support compliance and quality standards
Ability to meet the physical requirements of the role, i.e. extended periods of sitting and frequent use of phones and computers, occasional lifting of items up to 25 pounds, and visual and auditory acuity for accurate computer work and effective phone communication
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role.

Nice To Haves

Associate or Bachelor’s degree preferred

Responsibilities

Provide proactive customer outreach and resolve issues promptly to ensure an optimal customer experience.
Collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and lab sample testing issues.
Maintain strong internal and external customer relationships through professional, clear, and empathetic communication.
Support quality management systems and compliance requirements.
Contribute to team growth through active participation in development programs and collaborative knowledge sharing.