Customer Support Leader - Reference Labs Technical Support

IDEXX   •  

Westbrook, ME

Industry: Pharmaceuticals & Biotech

  •  

5 - 7 years

Posted 88 days ago

This job is no longer available.

Exciting Leadership opportunity at IDEXX!  We are seeking a high-potential, inspirational leader with proven success in a contact center environment, as this role would provide overall direction to the Companion Animal Group (CAG) Reference Lab Support team. 

As the Reference Labs Customer Support Manager you will provide direction and support to Customer Support Supervisors and Consultants regarding inquiries on IDEXX products and services. 

As a key member of the CAG Customer Support leadership team reporting to the Customer and Technical Support Group Manager, this position directly leads 4 supervisors who are, in turn, responsible for leading a total of 70+ customer support consultants who are speaking to our customers and IDEXX laboratories over the phone daily. The portion of the consultant team is virtual, based in Phoenix, AZ.

The role is based out of IDEXX headquarters in Westbrook, Maine.

What to expect?

Deliver operational excellence and an extraordinary customer experience through achievement of performance goals in dynamic and fast paced environment. Ensure appropriate staffing levels to meet the customer and business needs. Planning and directing the work of supervisor and consultant staff through goal creation and communication, understanding of critical roles and responsibilities, empowerment, timely and constructive feedback. Develop Customer Support Supervisors to meet organizational and career goals and provide guidance in development of team members. Manage customer experience and relationships through proactive problem identification; service delivery at team and individual levels, team and individual technical and soft skills, and quality of customer feedback tracking via CRM. Ownership for customer escalations, resolution and follow-up at an individual and team level. Empower and challenge team members and support them in optimizing procedures, including both technical and process solutions, to ensure IDEXX quality customer service. Facilitates shared ideas and process improvement opportunities with cross-functional partners throughout IDEXX in support of the customer experience.  Responsible for partnering with stakeholders to maintain existing policies and identify improvement opportunities that benefit the teams, the customer and the business.

What you need to succeed?

We are looking for 5+ years of leadership experience managing other leaders such a supervisors. Bachelor’s degree or equivalent combination of education and experience required. Demonstrated experience leading teams and collaborating with cross-functional partners. Proven track record of setting functional goals and objectives for teams and executing against those plans. Effective communication skills, both verbal and written, and the ability to communicate professionally with both internal and external customers. Ability to handle difficult situations with tact.  Ensuring clarity around priorities through effective communication, guidance and development of direct reports. Creative problem-solving skills, ability to make decisions and use independent judgment. Ability to adapt to shifting demands and to receive constructive feedback and act upon it. Experience in building a team of motivated individuals through team-building activities, development and engagement. Model ownership and accountability in meeting deadlines, prioritization and delegation of duties. Demonstrated ability to identify and implement improvement opportunities designed to enhance operational performance and deliver an optimal customer experience. Clear understanding of the systems, software, and database programs used in a support environment.

Job Location:  This position is based out of our Westbrook, Maine (Southern Maine/Portland area) Headquarters

IDEXX is an EOE/Minority/Female/Disabled Veteran employer

While we appreciate our staffing partners, we are unable to accept unsolicited agency resumes

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