Customer Support Consultant (Laboratory Liaison)

Discovery; Seattle (WA); On-site; USD 52,000 - 68,000; Full time

Job summary

IDEXX BioAnalytics seeks a Customer Support Consultant (Lab Liaison) in Seattle to connect with customers, understand needs, and provide solutions that advance diagnostics and animal health. You will be the primary email-based contact, resolving issues and communicating clearly with veterinary professionals and related staff.

The role emphasizes problem solving, technical aptitude, and strong communication, with opportunities to contribute across laboratories and client interactions.

Qualifications

• Highly motivated, goal‑oriented, and a strong collaborator.
• Strong computer and technical skills, with the aptitude to learn.
• Master problem solver with fine attention to detail.
• Superb communication and listening skills are a must.
• Proven track record of providing extraordinary customer service.
• Ability to learn quickly and apply skills to various interactions.
• Experience in a veterinary, lab, or contact center setting helpful.

Responsibilities

• Act as the liaison between customers and the IDEXX laboratories.
• Provide information, resolve issues, and ensure customer satisfaction for internal and external customers.
• Work primarily via email, responding to customer phone and electronic communications.
• Research documentation, correct processing errors, resolve technical issues, compile customer information, troubleshoot problems and communicate information.

Skills

Customer service

Communication

Problem solving

Technical skills

Multi-tasking

Organizational skills

Learning ability

Interpersonal skills

Collaboration

Education

Associate's or Bachelor's in a scientific discipline

Job description

Overview

As the first point of contact between IDEXX and our customers, IDEXX’s Customer Support Consultants (Lab Liaisons) are vital. IDEXX BioAnalytics’ scientific expertise takes a novel approach to the discovery of new diagnostic tests that supplement a robust portfolio of products and services. We partner with Pharma, BioTech and academia to improve animal and human health.

In this role, you will develop deep and meaningful relationships with our customers, offering solutions to meet their unique needs. Every interaction with a customer allows us to demonstrate the power of diagnostics that helps veterinary practices – and the pets under their care – thrive. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

In This Role

• You will act as the liaison between customers and the IDEXX laboratories.
• You will provide information, resolve issues, and ensure customer satisfaction for both internal and external customers.
• Your work will be heavily email‑based, responding to customer phone and electronic communications.
• You will research documentation, correct processing errors, resolve technical issues, compile customer information, troubleshoot problems, and communicate information.

What You’ll Need to Succeed

• The ideal candidate will be highly motivated, goal‑oriented, and a strong collaborator.
• It is important to have strong computer and technical skills, with the aptitude to learn.
• You will be a master problem solver with fine attention to detail.
• Superb communication and listening skills are a must.
• A proven track record of providing extraordinary customer service.
• You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions.
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
• Strong written and verbal communication skills; strong interpersonal skills with the ability to establish rapport quickly.
• Strong organizational skills, especially in a multi‑tasking environment.
• You possess an associate’s or bachelor’s degree in a scientific discipline (preferred) or an equivalent combination of education and experience.
• Ability to be on the phone/computer for up to 8 hours a day.