Laboratory Customer Support Supervisor

Laboratory Customer Support Supervisor at IDEXX

IDEXX is recruiting for a Laboratory Customer Support Supervisor. IDEXX’s Customer Support Consultants are the direct line between IDEXX and our customers, crucial employees who help us achieve our purpose. In this role, you will lead a team of consultants responsible for driving customer loyalty and ensuring that our customers are satisfied and are achieving measurable value from our products and services.

Are you a leader supporting teammates to develop and give the best of themselves to ultimately reach customer experience promise?

Are you able to work with different groups in a fast-paced environment?

Does that sound like you? Perfect. Let’s get started.

As Our Supervisor, You Will

• Lead and support a team of ~15 employees and continually seek opportunities to improve the operations, including people, processes, and technology.
• Coordinate day-to-day operations and ensure project goals are met.
• Develop and mentor your team through onboarding, open communication, training, development opportunities, and performance management processes.
• Monitor, analyze and optimize relevant Key Performance Indicators (KPIs).
• Build and maintain employee morale and motivation; ensuring the team is appropriately staffed with required competencies.
• Maintain close cooperation with other departments, especially commercial leaders.
• Collaborate with Support Leaders from other countries and participate in driving the vision of an EMEA-wide process alignment.
• Together with internal departments, ensures compliance with German labor laws, applying a foundational understanding to guide decisions and processes.

What You Need To Succeed

• 2+ years' experience in a customer-centric environment, including management and leadership experience.
• Demonstrated skills in leadership, performance coaching, problem-solving, strategic thinking, planning, and delegating.
• Proven capability to collaborate with all levels of the organization.
• Analytical and strategic thinking skills.
• Excellent verbal and written communication skills, strong interpersonal/communication skills.
• High resilience, flexibility, and situational adaptability.
• Strong organizational skills, especially in a multi-tasking environment.
• Fluent in German and English (written and verbal); proficiency in one of the teams’ languages is preferred.

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Did we mention that we are a dog-friendly office?

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

Key skills/competency

• Leadership
• Team Management
• Customer Service
• Performance Coaching
• Problem-Solving
• Strategic Thinking
• KPI Monitoring
• German Language
• English Language
• Process Improvement