**Covetrus Customer Engagement Representative (Remote)**

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

Covetrus is a global animal health technology and services company committed to helping veterinary practice partners achieve better health outcomes and stronger financial performance. We combine products, services, and technology into one platform, giving customers the tools and insights they need to succeed. Our dedication to animal well-being and the people who care for them supports our mission to advance veterinary medicine.

The Customer Engagement Representative provides outstanding customer service and support to veterinary clinic and hospital customers using an omnichannel approach. This position partners closely with a Veterinary Relationship Manager (VRM) to ensure customers receive consistent, high-quality support. The representative manages orders and resolves incoming customer concerns from start to finish, working with multiple internal teams. They also share key updates on products and order status. The ideal candidate is detail-oriented, committed to improving the customer experience, and proactive in resolving issues.

**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 regarding order processing, respond to questions, and provide product and solution information.
– Build strong customer relationships through fast, knowledgeable responses that support customer retention and growth.
– Resolve customer disputes and issues, delivering solutions in line with established service level agreements (SLAs).
– Coordinate communication between customers and Covetrus to ensure accurate information is shared with internal and external stakeholders.
– Work with internal teams such as Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Tax to improve the customer experience.
– Collaborate with team members to meet deadlines and address challenges.
– Help standardize policies and procedures and recommend improvements to support continuous development.
– Expand product knowledge through vendor training and by supporting other teammates.
– Attend internal training sessions and webinars to learn and share Covetrus products and technical solutions for the veterinary industry.
– Regularly update customer profiles in Covetrus systems, including Salesforce CRM and ERP.
– Record customer interactions in Salesforce using the case management process.
– Provide day-to-day operational support to exceed customer expectations.

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

**Qualifications:**
– High school diploma or equivalent; an advanced degree or relevant coursework in Marketing, Animal Science, Business, Administration, or a related field is preferred.
– 1–2 years of customer service experience or related experience.
– Veterinary clinic experience is strongly preferred.
– Practice management experience is highly desirable.

**Skills and Abilities:**
– Strong commitment to delivering exceptional customer experiences.
– Proficiency in Microsoft Office is required.
– AS/400 (iSeries) order entry/maintenance experience is preferred.
– Salesforce CRM experience is desired.
– Strong written and verbal communication skills.
– Excellent interpersonal skills, including the ability to build rapport and trust with customers and sales partners.
– Detail-oriented with strong problem-solving abilities.
– Ability to communicate effectively across departments to support client relationships.
– Self-motivated, 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:**
This role requires the ability to perform essential job functions. Reasonable accommodations may be available for qualified individuals with disabilities. The employee must:
– Set up and maintain an appropriate home office to ensure a smooth, uninterrupted customer experience.
– Have access to high-speed internet.
– Travel 5–10% for training, sales meetings, and team-building events.
– Be available at their workstation while assisting customers.
– 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 confirmed job-related skills, experience, and location. The salary range for this position is **$50,000–$120,000 per year**. Sales roles may qualify for a variable incentive (**$24.54–$40.88**).

Benefits (subject to eligibility) may include:
– 401(k) with company match
– Paid time off
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Other leaves of absence
– Medical, dental, and vision coverage
– Health savings accounts
– Flexible spending accounts
– Life and disability benefits
– Identity theft protection
– Pet insurance
– Some roles may qualify for a short-term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants 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 focused on advancing veterinary medicine and supporting veterinary healthcare teams across companion, equine, and large-animal health markets. We provide a broad range of products, software, and services that help improve patient health, strengthen client relationships, and drive successful financial results for veterinary professionals.