Customer Engagement Representative

2 days ago

🇺🇸 United States – Remote

🦞 Maine – Remote

Although this job is listed in Maine, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+2 more states

🦞 Maine – Remote 🗽 New York – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote

💵 $26 - $44 / hour

⏰ Full Time

🟢 Junior

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Covetrus

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2018

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 Seed Round on 2021-01

Description

• This is a remote position located in the Eastern time zone, preferred location NE/Great Lakes area. • Covetrus is a global animal-health technology and services company. • The Customer Engagement Representative plays a pivotal role in ensuring exceptional service and support for our Veterinary clinic and Hospital customers. • 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. • Own daily management of customer orders and will upsell/cross sell. • Manage backorders to drive timely fulfillment levels. • 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. • 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. • Collaborate with internal departments (Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal and Tax Departments). • Support the standardization of policies and procedures. • Build product knowledge by attending vendor training and support team mates. • 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. • 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.

Benefits

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