**Covetrus Client Engagement Representative (Remote)**

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

Covetrus is a global technology and services company dedicated to animal health. We help veterinary clinic partners achieve better health and financial results by combining products, services, and technology into a single platform that gives customers the tools and information they need to do their best work. Our commitment to the well-being of animals and the people who care for them drives our progress in veterinary medicine.

The Client Engagement Representative delivers outstanding service and support to customers at veterinary clinics and hospitals using an omnichannel approach. This role works closely with a Veterinary Relationship Manager (VRM) to ensure customers receive consistent, ongoing support. The representative manages orders and addresses—then resolves—customer concerns in collaboration with multiple internal teams. They also provide important updates on products and order status. The ideal candidate is detail-oriented, focused on improving the customer experience, and proactive about solving problems.

Key duties and responsibilities include:
– Manage orders daily and use upselling/cross-selling when appropriate to enhance the customer experience.
– Monitor backorders to ensure timely and consistent fulfillment.
– Contact customers proactively about order processing, answer questions, and share product and solution information.
– Build strong customer relationships through timely, well-informed responses that support retention and growth.
– Resolve customer disputes and issues in line with established service level agreements (SLAs).
– Coordinate communication between customers and Covetrus to ensure accurate information exchange between internal and external stakeholders.
– Partner with internal teams, including Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Tax, to improve the customer experience.
– Work with teammates to meet deadlines and resolve challenges.
– Help standardize policies and procedures and recommend improvements for continuous development.
– Strengthen product knowledge through supplier training and support with colleagues.
– Participate in internal trainings and webinars to learn and share Covetrus products and technical solutions for the veterinary industry.
– Update customer profiles in Covetrus systems, including Salesforce CRM and ERP.
– Document customer interactions in Salesforce using the case management process.
– Provide daily operational support to exceed customer expectations.

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

**Requirements:**
– High school diploma or equivalent; advanced training or coursework in Marketing, Animal Science, Business Administration, Administration, or a related field is preferred.
– 1–2 years of experience in customer service or a related role.
– Experience working in a veterinary clinic is highly desirable.
– Experience with Practice Management is highly desirable.

**Skills and competencies:**
– Strong commitment to delivering an excellent customer experience.
– Proficiency in Microsoft Office is required.
– Experience entering/maintaining orders in AS/400 (iSeries) is preferred.
– Salesforce CRM experience is preferred.
– Strong written and verbal communication skills.
– Excellent interpersonal skills, including empathy and the ability to build trust with customers and sales partners.
– Detail-oriented with strong problem-solving skills.
– Ability to communicate effectively across departments to support customer relationships.
– Self-directed and able to take initiative, comfortable working independently.
– Ability to collaborate in a fast-paced environment.
– Familiarity with the veterinary industry is highly desirable.

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

**Compensation and benefits:**
Pay may vary based on job-related skills, experience, and confirmed location. The salary range for this position is **$50,000–$120,000 per year**. Sales roles may qualify for variable compensation ($24.54–$40.88).

**Benefits (based on eligibility):**
– 401(k) plan with company match
– Paid time off (PTO)
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Other leave (absences)
– Medical, dental, and vision insurance
– Health Savings Accounts (HSA)
– Flexible Spending Accounts (FSA)
– Life and disability insurance benefits
– Identity theft protection
– Pet insurance
– Some roles may be eligible for a short-term incentive plan

Covetrus is an Equal Opportunity / Affirmative Action employer. All qualified candidates will be considered for employment without discrimination based on sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other legally protected characteristic.

Covetrus supports advancements in veterinary medicine and empowers veterinary health teams across companion animal, equine, and large animal markets. We provide a broad range of products, software, and services that help improve patient health, strengthen customer relationships, and support successful financial outcomes for veterinary professionals.