Customer Service Associate

Covetrus; Dumfries; On-site; GBP 18,000 - 24,000; Full time

Job summary

Covetrus in Dumfries is seeking a dedicated Customer Service professional for a 6-month maternity cover. You will be the first point of contact for our valued customers, handling inquiries via email, phone and live chat, and coordinating a defined customer portfolio.

This full-time role (37.5 hours, Mon–Fri) requires excellent communication, strong organisational skills and a proactive approach to delivering outstanding customer service in a collaborative environment.

Qualifications

• Previous experience in customer service, customer support, or internal sales within a commercial environment.
• Educated to Standard Grade level (or equivalent).
• Knowledge of the veterinary profession or animal health industry would be advantageous.
• Proficiency in Microsoft Office applications.
• Experience using Salesforce CRM or similar customer relationship management systems is desirable.
• Excellent communication and interpersonal skills.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• A proactive approach with a genuine commitment to delivering outstanding customer service.

Responsibilities

• Deliver exceptional customer support across multiple communication channels.
• Build and maintain strong customer relationships within your assigned business area.
• Manage, triage, and coordinate customer enquiries, ensuring timely resolution.
• Keep customers informed and updated throughout the resolution process.
• Identify opportunities to improve processes and enhance the customer experience.
• Participate in training to develop product knowledge and business understanding.
• Stay up to date with product developments, business updates, and internal communications.

Skills

Customer service

Sales support

Email & phone handling

Live chat

Time management

Education

Standard Grade level or equivalent

Tools

Salesforce CRM

Microsoft Office

Job description

Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring 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.

Join Our Customer Service Team

Maternity Cover (6 Months)

This is a 6-month maternity cover position based in our Dumfries office. The role is full-time, working Monday to Friday, 37.5 hours per week.

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, collaborative environment? If so, we'd love to hear from you.

What You'll Be Doing

Working alongside a supportive team, you'll be the first point of contact for our valued customers, providing support via email, phone, and live chat. You'll manage a defined customer portfolio, coordinate enquiries, and proactively engage with customers to ensure a positive customer experience and successful outcomes.

Key Responsibilities

• Deliver exceptional customer support across multiple communication channels.
• Build and maintain strong customer relationships within your assigned business area.
• Manage, triage, and coordinate customer enquiries, ensuring timely resolution.
• Keep customers informed and updated throughout the resolution process.
• Identify opportunities to improve processes and enhance the customer experience.
• Participate in training to develop product knowledge and business understanding.
• Stay up to date with product developments, business updates, and internal communications.

What We're Looking For

• Previous experience in customer service, customer support, or internal sales within a commercial environment.
• Educated to Standard Grade level (or equivalent).
• Knowledge of the veterinary profession or animal health industry would be advantageous.
• Proficiency in Microsoft Office applications.
• Experience using Salesforce CRM or similar customer relationship management systems is desirable.
• Excellent communication and interpersonal skills.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• A proactive approach with a genuine commitment to delivering outstanding customer service.

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.