Remote Veterinary Customer Engagement I

• *Covetrus Customer Engagement Representative (Remote)** This is a remote role. The selected candidate must be located in the Central Time Zone (9:00 AM–6:00 PM) or the Mountain Time Zone (8:00 AM–5:00 PM). Covetrus is a global technology and animal health services company committed to helping veterinary clinic partners achieve better health outcomes and stronger financial results. We combine products, services, and technology into one platform, giving customers the tools and insights they need to perform at their best. Our mission, guided by our dedication to animal well-being and the people who care for them, is to advance veterinary medicine. The Customer Engagement Representative delivers excellent customer service and support to veterinary clinics and hospitals using an omnichannel approach. This position partners closely with a Veterinarian Relationship Manager (VRM) to ensure customers receive consistent, high-quality support. The representative manages customer requests and resolves concerns from initial contact through completion, working with multiple internal teams. They also share important updates on products and order status. The ideal candidate is detail-focused, dedicated to enhancing the customer experience, and proactive in resolving problems.

• *Key duties and responsibilities include:**

– Manage orders daily and use upselling/cross-selling when appropriate to improve the customer experience. – Monitor backorders to ensure timely and consistent fulfillment. – Contact customers proactively about order processing, answer questions, and share product information and solutions. – Build strong customer relationships through fast, well-informed responses that support retention and growth. – Resolve customer disputes and issues by pursuing solutions aligned with established service level agreements (SLAs). – Coordinate accurate communication between customers and Covetrus for internal and external stakeholders. – Work with internal teams such as Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Taxes to enhance the customer experience. – Collaborate with team members to meet deadlines and address challenges. – Help standardize policies and procedures and suggest improvements for continuous improvement. – Develop product knowledge through vendor training and by supporting other teammates. – Participate in internal training sessions 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. – 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; additional education or coursework in Marketing, Animal Science, Business Administration, or a related field is preferred. – 1–2 years of customer service experience 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. – Proficiency in Microsoft Office is required. – AS/400 (iSeries) experience for order logging/maintenance is preferred. – Salesforce CRM experience is desirable. – Strong written and verbal communication skills. – Excellent interpersonal skills, with the ability to build trust and maintain relationships with customers and sales partners. – Detail-oriented with strong problem-solving abilities. – Ability to communicate effectively across departments to support customer 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 duties. The company may provide reasonable accommodations for qualified individuals with disabilities. The employee must: – Set up and maintain a suitable home office 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 while working with 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-related roles may qualify for a variable incentive (

$24.54–$40.88

). Benefits (subject to eligibility) may include: – 401(k) with company contribution – Paid time off – Paid holidays – Maternity leave – Parental leave – Military leave – Other types of leave – Medical, dental, and vision coverage – Health savings account (HSA) – Flexible spending account (FSA) – 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 advances veterinary medicine and supports veterinary health teams in companion animal (pets), 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.