**Customer Engagement Associate at Covetrus (Remote)**

This is a remote position. The selected candidate must be located in the Central Time Zone (9:00 AM–6:00 PM) or the Mountain Time Zone (8:00 AM–5:00 PM).

Covetrus is a global technology and services company focused on animal health. We help practice partners in veterinary clinics achieve better health and financial outcomes. By combining products, services, and technology into a single platform, we connect customers with the tools and information they need to do their jobs as effectively as possible. Our commitment to the well-being of animals and the people who care for them drives our continuous progress in veterinary medicine.

The Customer Engagement Associate provides excellent customer service and support to veterinary practice and clinic customers through an omnichannel approach. This role works closely with a Veterinary Relationship Manager (VRM) to ensure customers receive consistent, dependable support. The associate is responsible for managing orders and—working with multiple internal teams—handling and ultimately resolving customer issues. The role also provides important updates related to products and order status. The ideal candidate is detail-oriented, focused on improving the customer experience, and proactive in solving problems.

**Key responsibilities include:**
– Managing orders daily and performing upselling/cross-selling where appropriate to enhance the customer experience.
– Monitoring supply constraints and backorders to help ensure timely and consistent fulfillment.
– Proactively contacting customers about order progress, answering questions, and sharing product and solution information.
– Building strong customer relationships through quick, well-informed responses that support retention and growth.
– Resolving customer disputes and concerns in accordance with established service level agreements (SLAs).
– Coordinating communication between customers and Covetrus to ensure correct information flow across internal and external stakeholders.
– Partnering with internal teams such as Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Tax to improve the customer experience.
– Collaborating with teammates to meet deadlines and overcome challenges.
– Supporting the standardization of policies and procedures and recommending improvements for continuous development.
– Building product knowledge through vendor training and supporting colleagues.
– Participating in internal training and webinars to learn about and share Covetrus products and technical solutions for the veterinary industry.
– Updating customer profiles in Covetrus systems, including Salesforce CRM and ERP.
– Documenting customer interactions in Salesforce using the case management process.
– Providing daily operational support to exceed customer expectations.

**Supervisor responsibilities:**
– None at this time.

**Requirements:**
– High school diploma or equivalent; additional training or coursework in marketing, animal science, business administration, business, or a related field is preferred.
– 1–2 years of experience in customer service or a related role.
– Veterinary practice experience is strongly preferred.
– Practice management experience is strongly preferred.

**Knowledge, skills, and abilities:**
– Strong commitment to delivering a best-in-class customer experience.
– Proficiency with Microsoft Office is required.
– Experience capturing and maintaining orders in AS/400 (iSeries) is preferred.
– Salesforce CRM experience is preferred.
– Excellent written and verbal communication skills.
– Strong interpersonal skills, including the ability to show empathy and build trust with customers and sales partners.
– Detail-oriented with strong problem-solving skills.
– Ability to communicate effectively across functions to support customer relationships.
– Self-directed, able to lead new initiatives, and comfortable working independently.
– Ability to collaborate in a fast-paced environment.
– Familiarity with the veterinary industry is strongly preferred.

**Physical requirements / work environment:**
The role requires the ability to perform essential job functions. Reasonable accommodations may be provided for individuals with disabilities. Employees must:
– Set up and maintain a suitable home office to ensure an uninterrupted customer experience.
– Have access to high-speed internet.
– Travel 5–10% for training, sales meetings, and team-building events.
– Be available at a desk while supporting customers.
– Be willing to participate in video calls with both customers and internal teams.
– Dress in business-casual attire for video calls.

**Compensation and benefits:**
Pay may vary based on job-related skills, experience, and verified work location. The salary range for this position is **$50,000–$120,000 USD per year**. Sales roles may also include a variable incentive component (**$24.54–$40.88 USD**).

**Benefits (depending on position eligibility):**
– 401(k) with employer contribution
– Paid time off
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Additional leave options (absences)
– Medical, dental, and vision coverage
– Health Savings Accounts (HSA)
– Flexible spending accounts (FSA)
– Life and disability insurance benefits
– Identity theft protection
– Pet insurance for some plans
– Some roles may qualify for a short-term incentive plan

Covetrus is an equal opportunity employer and committed to affirmative action. All qualified applicants will receive consideration for employment without regard to gender, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other legally protected characteristic.

Covetrus is committed to advancing veterinary medicine and strengthening veterinary teams across companion, equine, and food animal categories. We offer a wide range of products, software, and services that help improve patient health, strengthen customer relationships, and drive successful financial outcomes for veterinary professionals.