**Customer Service Representative at Covetrus (Remote)**

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

Covetrus is a global technology and animal health services company committed to helping veterinary clinic partners achieve better health outcomes and stronger financial performance. We bring products, services, and technology together in a single platform, giving customers the tools and information they need to succeed. Our commitment to animal welfare and to the people who care for them supports our mission to advance veterinary medicine.

The Customer Service Representative provides exceptional 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, high-quality support. The representative manages orders and resolves 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 problem-solving.

**Key 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.
– Proactively contact customers about order processing, answer questions, and provide information on products and solutions.
– Build strong customer relationships through quick, well-informed responses that support retention and growth.
– Resolve customer disputes and issues by delivering solutions aligned 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 supporting other colleagues.
– Participate in internal trainings 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 daily operational support to exceed customer expectations.

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

**Qualifications:**
– High school diploma or equivalent; advanced training or relevant coursework in Marketing, Animal Science, Business, Administration, or a related field is preferred.
– 1–2 years of experience in customer service or related experience.
– Experience in a veterinary clinic is strongly preferred.
– Experience managing clinics is highly desirable.

**Skills and competencies:**
– Strong commitment to delivering exceptional customer experiences.
– Microsoft Office knowledge is required.
– Experience entering/maintaining orders in AS/400 (iSeries) is preferred.
– Experience with Salesforce CRM is desired.
– Excellent written and verbal communication skills.
– Strong interpersonal skills, including the ability to build rapport and trust with customers and sales partners.
– Detail-oriented with strong problem-solving ability.
– Ability to effectively communicate across departments to support customer relationships.
– Proactive mindset, ability to lead new initiatives, and comfort 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 the essential job functions. Reasonable accommodations may be provided for qualified individuals with disabilities. The employee must:
– Set up and maintain an appropriate home office to ensure smooth, uninterrupted customer experience.
– Have access to high-speed internet.
– Travel 5–10% for training, sales meetings, and team events.
– Be available at the workstation while serving customers.
– Participate in video calls for customer meetings and internal meetings.
– Wear business casual attire for video calls.

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

Benefits (subject to eligibility) may include:
– 401(k) plan with company match
– Paid time off
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Other leave options
– Medical, dental, and vision coverage
– Health Savings Accounts (HSA)
– 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 employer and affirmative action workplace. 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 care teams across companion animal, equine, and large animal markets. We offer a broad range of products, software, and services that help improve patient health, strengthen client relationships, and drive successful financial outcomes for veterinary professionals.