Transportation Support Specialist

IDEXX•Uskedalen, PA

4d•Remote

About The Position

As a Transportation Support Specialist at IDEXX, you will support Customer Service, Sales, Lab Operations, and Transportation Teams in a fast‑paced, highly collaborative environment. You will monitor transportation vendor performance, respond to escalations, and play a critical role in ensuring timely sample movement and exceptional customer experiences. You’ll join an amazing, caring, supportive team known for its great energy and strong cooperation. This role offers flexibility, work‑life balance, personal growth opportunities, and a culture that values empathy, professionalism, and continuous improvement. This is a virtual, full‑time position with competitive 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. 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. Schedule: 2:30pm to 11pm ET weekdays with flexibility. Consistent schedule working weekdays with rotation weekend work shift. Employees working weekend shift will receive one weekday off. Shift may change due to operational needs.

Requirements

Strong attention to detail and accuracy; consistently error‑free work.
Outstanding customer service experience (5+ years), including experience diffusing difficult situations with empathy.
Ability to stay professional under stress.
Strong organizational skills and the ability to multitask effectively.
Demonstrated ability to work independently, reliably, and with minimal supervision.
High performer with dependability and accountability.
Open to internal and external feedback; coachable and adaptable to change.
Strong verbal and written communication skills.
Excellent computer skills with the ability to navigate multiple systems (Outlook, Service Cloud, Genesys Cloud, Microsoft Office, various software tools).
Ability to use multiple software systems interchangeably with confidence.
Customer‑first mindset aligned with IDEXX's purpose and guiding principles.
Empathy, curiosity, effective communication, and a positive attitude.
Reliable high‑speed internet connection.
A dedicated workspace that can accommodate 3 monitors.
Ability to sit at a workstation for extended periods.
Flexible availability — may include days, evenings, nights, weekends, and storm‑season coverage.
Ability to switch schedules when required to support overnight or weekend operations.

Responsibilities

Provide front‑end customer service support, responding to inbound internal and external calls and placing outbound calls as needed.
Manage customer questions, inquiries, escalations, credits, holds, and address changes.
Act as a point of contact for customers, customer service, sales, lab operations, and transportation vendors.
Serve as the direct vendor contact for real‑time issue resolution.
Monitor daily route coverage, completion status, late‑route alerts, and overnight/weekend route activity.
Monitor daily line hauls, air shipments, and inbound FedEx/UPS shipments, ensuring timely sample receipt from remote markets.
Communicate potential delays to internal and external customers.
Manage delay notifications as they arise.
Track and communicate airline schedule changes that may impact flights.
Provide disaster recovery support during system outages to maintain service continuity.
Understand and consistently follow applicable SOPs.
Provide impromptu feedback to Supervisors regarding process changes, service failures, and customer-impacting concerns.
Work heavily in customer support and case management systems.
Use Service Cloud, Microsoft Office Suite, Teams, and Genesys Cloud (phone system).
Perform other duties as assigned.

Benefits

Pay rate of $24.75/hr (depending on skills and experience)
Additional shift differential pay
Opportunity for annual cash bonus
Opportunity for performance based annual merit increase
Health / Dental / Vision Benefits - Day One
5% matching 401(k)
Generous PTO benefits
Additional benefits including but not limited to pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!

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