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Customer Engagement Representative

3 months ago

Ocala, United States Covetrus Full time

Customer Engagement Representative
Covetrus

This is an In-Office position for our Ocala, FL location.

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We're bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, with more than 5,500 employees, serving over 100,000 customers around the globe.

OVERVIEW

The Customer Engagement Representative plays a pivotal role in ensuring exceptional service and support for our Veterinary clinic and Hospital customers using an Omni-channel approach. This individual is a partner with their Veterinary Relationship Manager (VRM) to ensure our customer is taken care of. This individual will own the order management, intake and resolution of customer issues by collaborating closely with various internal departments. They will provide valuable product and order status information. The successful candidate will demonstrate a keen eye for detail, a passion for optimizing the customer journey, and a proactive approach to issue resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Own daily management of customer orders and will upsell/cross sell when and where appropriate to ensure the customer is serviced at an elevated level.
  • Manage backorders to drive timely and high fulfillment levels on consistent basis.
  • Proactively engage with customers to manage order processing, address inquiries, and offer product and solution information.
  • Strengthen customer relationships through timely and expert responses to requests, contributing to customer retention and overall growth of Covetrus business.
  • Own customer disputes and issues, proactively manage issue to resolution within established service level agreements (SLA).
  • Manage communication flow between customers and Covetrus, facilitating information exchange between internal and external stakeholders.
  • Collaborate with internal departments (Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal and Tax Departments) to deliver an elevated customer experience.
  • Work collaboratively with team members to meet deadlines and resolve challenges.
  • Support the standardization of policies and procedures, providing suggestions for continuous improvement initiatives.
  • Build product knowledge by attending vendor training and support team mates to strengthen customer support and drive sales.
  • Participate in internal trainings and webinars to learn and share knowledge of company products and technical solutions to serve the veterinary industry landscape.
  • Update customer profiles regularly using Covetrus Salesforce CRM and ERP systems.
  • Document customer interactions using case management process in Salesforce CRM. Provide day-to-day operational support to exceed customer expectations.

SUPERVISORY RESPONSIBILITIES

  • No supervisory responsibilities at this time

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE

  • High school diploma or equivalent; advanced degree or coursework in Marketing, Animal Science, Business, or Administration or similar field preferred.
  • One to two years customer service experience or related roles.
  • Veterinary clinic experience strongly preferred.
    • Practice Management experience highly desired.

COMPETENCIES (SKILLS AND ABILITIES)

  • Demonstrated passion for delivering excellent customer experiences.
  • High proficiency in Microsoft Office suite products required.
  • Order entry/maintenance experience with AS/400 (iSeries) preferred.
  • Salesforce CRM experience desired
  • Strong verbal and written communication skills.
  • Strong interpersonal skills with the ability to build rapport and trust with customers and sales partners.
  • Detail-oriented with exceptional problem-solving abilities.
  • Ability to effectively communicate cross functionally to ensure the success of the client relationship.
  • Capable of self-managing and spear-heading new initiatives; Ability to work independently
  • Ability to work collaboratively in a fast-paced environment.
  • Familiarity with the veterinary industry strongly preferred.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to set up and support a home office space and environment to support an uninterrupted customer experience.
  • Must have access to high-speed internet
  • 5-10% travel for trainings, sales meetings and other team building
  • Must be present and available to work at your desk while engaged with customers
  • Must be able to be on video for customer or internal company calls
  • Must dress in business casual attire to when on video

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

* 401k savings & company match

* Paid time off

* Paid holidays

* Maternity leave

* Parental leave

* Military leave

* Other leaves of absence

* Health, dental, and vision benefits

* Health savings accounts

* Flexible spending accounts

* Life & disability benefits

* Identity theft protection

* Pet insurance

* Sales Positions are eligible for a Variable Incentive

* Certain positions may include eligibility for a short term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.