We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

　　If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

　　Job Purpose/Overview

　　The Director of Customer Support, Reference Lab delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This position is a key strategic and operational leadership role responsible for the delivery of an exceptional customer support and service experience via multiple channels as they relate to our Reference Lab Services. The responsibilities for this role apply to North America and span customer service and ordering, communications regarding service disruptions, coordination with logistics and courier services, and customer success in certain web applications. The Director of Customer Support, Reference Lab, is responsible for developing an internal talent pipeline through strong associate development and cultural initiatives that will feed their own division as well as the broader organization. They are a key member of the North American Commercial organization and provide important voice of customer data and insights aimed at creating a world-class customer service experience.

　　Must be located in or near Loveland, CO

　　Essential Duties and Responsibilities

　　Responsible for the Customer Experience as it relates to the customer’s use of reference lab services, including but not limited to successful communication of test results, ordering of additional tests, communications of test or courier disruptions, successful access to the online portal.

　　Lead the direction of dispersed call-center teams with a keen eye on maintaining excellent quality and service levels.

　　Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.

　　Create a culture and implement processes which achieve business goals and objectives for world-class customer service.

　　Manage escalated conflicts to issue resolution.

　　Strategize and drive the implementation of process improvement in conjunction with peers across all customer-facing departments.

　　Define and optimize the customer support and service lifecycle for assigned areas.

　　Collaborate with the Customer Support Enablement Team, IT and Digital Customer Experience to Identify new tools and technologies to better serve the customer and ensure Customer Service team is ready for implementation.

　　Drive revenue opportunities by ensuring a clear path to communication with the Sales and Marketing teams.

　　Create a culture of advocacy for the customer across the organization.

　　Ensure collaborative and effective working relationship exist between peers and stakeholders in Sales, Marketing, IT, Pick/Pack/Ship Logistics, Inventory Operations, Service, R&D and Innovation to negotiate and influence customer improvements and identify manufacturing issues.

　　Empowers the team to see client issues through to full resolution independently by creating a workplace culture where it is safe to make mistakes and learn from them.

　　Uncompromising ethical standards in leadership and business dealings.

　　Other duties as assigned in support of customer service and retention.

　　Execute these and all other assigned duties in a manner consistent with the 5 Principles of Mars and in support of a culture of uncompromising ethical responsibility.

　　Education and Experience

　　5 or more years of leadership experience, preferably in multi-site Call Centers or the Veterinary Laboratory Services Industry.

　　Bachelor’s degree in Business, Finance, Life Sciences, or other related field of study.

　　10 or more years of experience working in Finance or Banking Call Centers or the Veterinary Industry in a Regional or Professional Services capacity.

　　Strong knowledge and ability to apply customer service acumen to a complex and highly matrixed organization.

　　Knowledge, Skills and Abilities

　　Proven ability to lead and develop a Customer Experience Team.

　　Ability to create metrics and key performance indicators for multiple reporting departments.

　　Ability to resolve problems creatively and logically, applying expertise and experience to solve problems and detect underlying issues in complex situations.

　　Ability to quickly shift focus among competing priorities without compromising quality of work.

　　Superior verbal and written communications skills.

　　Strong organizational skills

　　Ability to conduct research and identify resources for projects in a fast-paced, dynamic environment.

　　Travel

　　Travel requirements could be up to 30% of the time with peaks and valleys throughout the year.

　　Working Conditions

　　The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

　　The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present

　　The Target Pay Range for this position is $142,900 - $178,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

　　Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

　　Full-time employees are eligible for the following benefits and more:

　　Medical, Dental, Vision (multiple plans available)

　　Basic Life (company paid) & Supplemental Life

　　Short and Long Term Disability (company paid)

　　Flexible Spending Accounts/Health Savings Accounts

　　Paid Parental Leave

　　401(k) with company match

　　Paid Time Off & Holidays

　　Tuition/Continuing Education Reimbursement

　　Life Assistance Program

　　Pet Care Discounts

　　Several other health and wellness benefits

　　We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

　　We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)