**Covetrus Customer 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 focused on animal health. We help veterinary clinic partners achieve better health and financial outcomes. By combining products, services, and technology into one platform, we connect customers with 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 continued progress in veterinary medicine.

The Customer Engagement Representative delivers excellent service and support to customers in veterinary clinics and hospitals using an omnichannel approach. This role works closely with a Veterinary Relationship Manager (VRM) to ensure customers receive steady, consistent support. The representative is responsible for managing orders and addressing—then resolving—customer concerns in partnership with multiple internal teams. They also provide key updates on products and order status. The ideal candidate is detail-oriented, focused on improving the customer experience, and proactive in solving problems.

**Key duties and responsibilities include:**
– Managing orders daily and using upselling/cross-selling when appropriate to enhance the customer experience.
– Monitoring backorders to ensure timely, consistent fulfillment.
– Proactively contacting customers about order processing, answering questions, and sharing product and solution information.
– Building strong customer relationships by providing prompt, well-informed responses that support retention and growth.
– Resolving customer disputes and issues in line with established service level agreements (SLAs).
– Coordinating communication between customers and Covetrus to ensure accurate information sharing 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.
– Working with teammates to meet deadlines and overcome challenges.
– Helping standardize policies and procedures and recommending improvements to support continuous development.
– Developing product knowledge through supplier training and supporting colleagues.
– Participating in internal training sessions and webinars to learn 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 day-to-day 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, Business, or a related field is preferred.
– 1–2 years of experience in customer service or a related role.
– Veterinary clinic experience is strongly preferred.
– Practice Management experience is strongly preferred.

**Skills and capabilities:**
– Strong commitment to delivering an excellent customer experience.
– Proficiency in Microsoft Office is required.
– Experience entering and maintaining orders in AS/400 (iSeries) is preferred.
– Salesforce CRM experience is preferred.
– Strong written and verbal communication skills.
– Excellent 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 departments 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. The employee must:
– Set up and maintain an appropriate home office environment 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 their desk while supporting customers.
– Be willing to join video calls for both 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 the confirmed location. The salary range for this position is **US$50,000–US$120,000 per year**. Sales roles may qualify for a variable incentive (**US$24.54–US$40.88**).

**Benefits (subject to eligibility requirements):**
– 401(k) plan with company match
– Paid time off
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Other leave options (absences)
– Medical, dental, and vision benefits
– Health savings accounts
– Flexible spending accounts
– 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 regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other legally protected characteristic.

Covetrus is dedicated to advancing veterinary medicine and empowering veterinary health teams across companion animal, equine, and large animal markets. We offer a wide range of products, software, and services that support improved patient health, stronger customer relationships, and successful financial outcomes for veterinary professionals.