Business Support Specialist

Description The Veterinary Software Business Services & Subscription team 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 order entry and billing-related customer service. This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all IDEXX software from sale throughout the customer lifecycle. The Business Support Specialist will play a key role in ensuring accurate and timely billing of IDEXX software products and services. This individual will handle a variety of administrative and customer‑facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards. PRIMARY DUTIES AND RESPONSIBILITIES Customer Facing Billing Representative The role would be responsible for communicating with our customers about billing inquiries surrounding the Veterinary Software invoices on their monthly statement. This person will act as Tier II of billing questions for customers. General IDEXX Billing Needs are handled by a separate team, but we manage the inquiries that are specific to software subscriptions, as they have unique nuances. Record and track all customer‑facing tasks. New contract/order processing In a manner aligned with standard operating procedures and other compliance requirements. Review and process contracts for the financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements. You will ensure compliance with audit standards and financial guidelines. Enter contract data into internal systems and maintain records in administrative portals. Maintain electronic filing and archiving of project specific documents, including project opening forms, contracts, proposals and budget changes. Ensure that appropriate approvals are obtained in accordance with company policies. Research and reconcile project related billing issues, identify the cause of project variances and clear when possible. Invoice/usage management For all VetSoft Products. Creating Entries, Credits, Cancelations etc. (Sales to Support). Update and maintain customer subscription details, making necessary changes to reflect requests accurately. Reconcile invoice discrepancies and work with internal teams to resolve issues promptly. Other IDEXX VETERINARY SOFTWARE projects as assigned Examples of but not limited to Data Management using excel skills in numerous systems. You will collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s). Collaborate with cross-functional teams to support billing operations and ensure data integrity. UAT of new processes as part of large, scaled projects. Document new and existing billing processes to improve efficiency and accuracy. What You Need to Succeed High quality interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport. Strong verbal and written communication and cross‑functional collaboration skills, including the ability to communicate complex technical issues to technical and non‑technical users in a professional, positive, friendly and understandable manner. Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit. A strong deductive reasoning and analytical skills to resolve issues. Attention to detail. Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity). Preference will be given to candidates with prior experience working with SAP for order entry and reporting- for the right candidate we will be willing to train. The ideal candidate will be able to adjust to changes in the functionality of the role as the position evolves. 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. Ability to work independently and as part of a team. Technical record‑keeping management skills. Skills attention to detail, communication, data entry Top Skills Details attention to detail,communication,data entry Experience Level Entry Level Job Type & Location This is a Contract position based out of Westbrook, ME. Workplace Type This is a hybrid position in Westbrook,ME. Pay and Benefits The pay range for this position is $21.43 - $28.57/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on Jul 31, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr