Customer Support

About the Opportunity

• We are a national veterinary clinical diagnostics network focused on advancing the reference laboratory experience.
• Our team is made up of friendly, motivated, and highly collaborative business and veterinary professionals committed to delivering dependable service and meaningful support to customers and the practices they serve.
• This is a hands-on contract role for a customer-focused professional who enjoys helping people, coordinating moving parts, and delivering an exceptional service experience.
• You will support new and existing customers as they begin using specialized services, while partnering with internal teams and external courier providers to keep each account on track.

What You ll Do

• Support UPS and courier label printing, shipment coordination.
• Guide new and existing customers through onboarding and account setup, helping create a smooth path to first success.
• Ensure welcome letters, supplies, and requisition forms are received, and the courier/UPS process is set up for client timely.
• Collaborate with the Logistics team to assign the correct courier service and coordinate next steps.
• Work closely with UPS and courier vendors on daily investigations, service questions, and follow-up actions.
• Collaborate closely with internal teams including Sales, Marketing, Finance, Lab Ops, Medical, Logistics, Customer Service Management to ensure full review of account information and client concerns.
• Submit quality tickets on behalf of Customer Service to the Quality Investigative Team and ensure timely resolution and follow-up.
• Generate and analyze reports to review account-related concerns, partnering with specialized customer service teams to address logistical, lab, medical, billing, turnaround time, and other related issues.
• Investigate and resolve customer concerns based on identified trends with practical resolutions.
• Maintain organized, timely follow-up on customer requests.
• Perform other duties as assigned by Customer Service Management Team.

What You ll Bring

• A friendly, welcoming approach to helping people and a strong, professional phone presence.
• Excellent written and verbal communication skills, with the ability to connect with customers and deliver extraordinary service.
• Strong attention to detail, organization, and follow-through when managing multiple customer requests.
• Excellent problem-solving skills, with the ability to research an issue, understand the findings, and explain the resolution clearly, even when a defined process is not yet available.
• Ability to understand and explain general logistical processes and resolution paths to internal and external stakeholders.
• High school diploma required; an associate or bachelor s degree is highly preferred.
• At least one year of experience in customer service, account support, logistics, laboratory operations, healthcare services, or a related environment preferred; equivalent experience will be considered.
• Proficiency with Microsoft Office and web-based applications.
• Experience with CRM, ERP, laboratory information, or similar business systems is a plus.

Success in This Role

• You are responsive, curious, and dependable.
• You take ownership of customer questions, collaborate easily across teams, and keep stakeholders informed until the work is complete.
• If you enjoy making complex processes feel simple for customers, this opportunity may be a strong fit.

Education & Experience

• GED/HS Diploma.
• 1-2 years of experience.
• Veterinarian or Medical clinic background a plus.
• Microsoft Office.
• Basic understanding of Excel.