Business Support Specialist

The Veterinary Software Business Services & Subscription team

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is looking to add an additional Business Support Specialist member to our growing team to help meet business demands; the role is a unique combination of bookkeeping and customer service. This team is part of the Veterinary Software Customer Success Operations division, a dynamic team that is focusing on improving the customer experience across all with IDEXX software from time of sale throughout the customer lifecycle with our solutions.

This Business Support Specialist would focus on performing a variety of activities in support of accurate, timely billing of IDEXX software products. This individual would partner with leadership on creating process flows for efficient billing design with new products or changing pricing models. We expect this role to execute one time and repeating billing using excel, SAP, and billing systems (i.e., ChargeBee, Xero) on an ongoing basis. As processes become established, we anticipate the Business Support Specialist to identify, design and execute continuous process improvement for our team/division. The role would also include an element of providing content pertaining to billing or data management to stakeholders, resolving issues and ensuring customer satisfaction, addressing internal and external customer inquiries in a timely fashion.

  • You will ensure compliance with audit standards and financial guidelines.
  • You will collaborate with leadership and internal stakeholders on billing process design for new products, and process workflow improvements for existing software products and team(s).
    • The initial project this person will work on is the design and initial execution of two new to market software products for 2024.
    • Ensuring clear documentation of process workflows and work instructions are crafted and maintained ongoing.
  • You will generate monthly billing files to be uploaded into SAP for numerous Veterinary Software Products.
    • Audit against monthly promotions and adjustments to ensure accuracy of billing against contracts for products and accounts.
  • Other duties as assigned
    • Examples of but not limited to:
      • Quarterly audits
      • Data Management using excel skills in numerous systems.
      • Customer facing inquiries as needed.

Location: The first six week will be hybrid on site, in Westbrook, Maine for three days per week. Once training is completed, the hybrid requirement is to be onsite in Westbrook, Maine one day per week.

What You Need to Succeed

  • The ideal candidate will be able to adjust to changes in the functionality of the role as the position evolves.
  • A strong deductive reasoning and analytical skills to resolve issues.
  • Attention to detail.
  • Organized with the ability to multi-task. Solid follow through with limited to no supervision.
  • Comfortable with adapting to situations and positively navigating change.
  • Process improvement experience and aptitude.
  • Data Analytic skill set, including basic to intermediate experience in excel (i.e., sum, v or x look up familiarity). Experience with python or tableau preferred but not required.
  • Ability to work independently and as part of a team.
  • Communication and cross-functional collaboration skills, both verbal and written, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
  • High quality customer facing interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport.
  • Technical record-keeping management skills.
  • Personal computer skills, including Microsoft Office.

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