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.

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.

Benefits

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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer servicecase managementissue resolutiondisaster recovery supportattention to detailmultitaskingerror-free worktimely sample receiptmonitoring route activitymanaging delay notifications

Soft skills

empathyprofessionalism under stressorganizational skillsindependencedependabilityadaptabilityverbal communicationwritten communicationcoachablepositive attitude