Customer Support Manager â€“ Lab Services (Europe)
Customer Support Manager – Lab Services (Europe)
IDEXX is recruiting for a Customer Support Manager for our Lab Services business area reporting into the Director of Customer Support Europe.
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.
In this Role:
You will be the leader for a European team of up to 80 consultants with x6 direct reports and you’ll continually seek opportunities to improve operations, including people, processes, and technology.
You’ll lead this Customer Support function operationally to deliver performance whilst implementing the EU customer support strategy.
You’ll be responsible for determining/adjusting the strategy of Lab Services within Customer Support & IDEXX to be most effective and efficient.
You’ll build relationships and network outside of the Customer Support function; it’s essential to create relationships with other areas of the business within the commercial & lab organizations across Europe.
As part of the CS leadership team, you’ll facilitate any change management, organisational changes and leadership development whenever this is required.
You’ll help to develop, define and execute a culture that leverages rewards and recognition.
Day to day you’ll build and maintain employee morale., engagement and motivation; ensuring the team is appropriately staffed with required competencies.
You’ll manage complex country differences, with different systems and processes. It will be part of this role to integrate the global strategy from a systems perspective; plus looking at the processes strategically (global and local level) to optimize and benchmark the Customer Experience.
You’ll lead both direct reports and teams in-house & virtually across Europe.
What You Will Need to Succeed:
You’ve previously managed for a number of years in a call centre environment internationally, which has a proven track record of providing extraordinary customer service!
It’s advantageous if you have a life-science background & beneficial if you’ve got an affinity to the lab business.
You approach your day-to-day with a customer centric mindset & you have worked effectively with global CRM systems.
You’re motivated by looking for opportunities to improve & future prospects in our strategy and day-to-day ways of working. You’re always looking at continuous improvement.
Demonstrated skills in leadership, performance coaching, problem solving, planning, and delegating. Ideally, you have previous experience of remote/in-house management.
Proven capability to collaborate & build relationships with all levels of the organization – you love to network!
Project Management experience is essential as well as having a strategic mindset.
Excellent verbal and written communication skills and strong interpersonal/communication skills
Fluent in English (written and verbal) and it’s advantageous if you speak additional languages fluently.
Strong organizational skills, especially in a multi-tasking environment – you are able to adapt quickly to change and you & your team thrive in an ever-changing organization.
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 diseases. We have customers in over 175 countries and a global workforce of over 9,000 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.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ 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, colour, 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.