Customer Engagement Representative

3 weeks ago

Columbia, South Carolina, United States Covetrus Full time
Job Title: Customer Engagement Representative

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.

Job Summary:

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.

Key Responsibilities:
  • 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.
Requirements:
  • 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:
  • 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:
  • 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

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