Covetrus Customer Engagement Representative (Remote)

This is a remote position. 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 and financial results. We combine products, services, and technology into a single platform that connects customers with the tools and insights they need to perform at their best. Our dedication to the well-being of animals and the people who care for them drives us to advance veterinary medicine.

The Customer Engagement Representative provides outstanding service and support to veterinary clinic and hospital customers using an omnichannel approach. This role works closely with a Veterinary Relationship Manager (VRM) to ensure customers receive strong ongoing support. The representative is responsible for managing orders and handling the intake and resolution of customer concerns, partnering with multiple internal teams. They also deliver key updates on products and order status. The ideal candidate is detail-focused, 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.
– Reach out to customers proactively about order processing, answer questions, and share product and solution information.
– Build strong customer relationships by providing timely, knowledgeable responses that support retention and growth.
– Handle customer disputes and issues and drive resolutions in line with established service level agreements (SLAs).
– Coordinate communication between customers and Covetrus to ensure accurate information sharing across internal and external stakeholders.
– Partner with internal teams such as Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Tax to improve the customer experience.
– Work with team members to meet deadlines and resolve challenges.
– Help standardize policies and procedures and suggest improvements for continuous development.
– Build product knowledge through vendor training and by supporting fellow teammates.
– Attend internal training sessions and webinars to learn about and share company products and technical solutions for the veterinary industry.
– Regularly update customer profiles in Covetrus systems, including Salesforce CRM and ERP.
– Document customer interactions in Salesforce through the case management process.
– Provide everyday operational support to exceed customer expectations.

Supervisory Responsibilities:
– None at this time.

Qualifications:
– High school diploma or equivalent; an advanced degree or 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 excellent customer experiences.
– Proficiency with 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, with 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:
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 working with customers.
– Be willing to join 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 requirements):
– 401(k) with company match
– Paid time off
– Paid holidays
– Maternity leave
– Parental leave
– Military leave
– Other leaves of absence
– Medical, dental, and vision benefits
– Health savings accounts
– Flexible spending accounts
– Life and disability 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 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 empowering veterinary healthcare teams across companion, equine, and large-animal health markets. We provide a comprehensive range of products, software, and services that support improved patient health, strong client relationships, and successful financial outcomes for veterinary professionals.