Customer Care Associate Livestock Monitoring

Job Description

Job Summary

This position reports to the Associate Director of Direct & Professional in Customer Care for our companys Animal Health. The individual is responsible for supporting the daily needs and functions of the livestock monitoring channel.

Required to work collaboratively with Complex Support teams including but not limited to Marketing Sales Account Management E-commerce PV BSC and IT support.

Primary Duties and Responsibilities

• Provide enthusiastic customer care through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire for customer resolutions.
• Ensure training process and procedural documents are up to date.
• Proficient in SAP Service Cloud and Microsoft applications
• Drive collaboration and partnership with National Area Managers Functional Area Leaders and Business Unit Leads
• Provide special project support and support customer partnership initiatives.
• Propose innovative solutions to drive internal process improvement.
• Develop a thorough understanding of our companys Animal Health products and service offerings to help identify cross/upselling opportunities.
• Address customer inquiries and product support and identify and provide additional features and service offerings.
• Ensure appropriate & timely warranty product replacements.
• Resolve billing issues and appropriately related to service and subscription models.
• Maintain compliance with our companys Animal Healths terms and conditions of sale laws regulations and policies.

Key Competencies

• Detail-oriented proactive and conscientious with a commitment to self-improvement
• Ability to provide accurate information to both internal and external customers.
• Utilize account management tools to document service for future reference.
• Actively listen and troubleshoot to provide superior customer experiences.
• Excellent written and verbal communication skills.
• Proficient typing and computer navigation skills.
• High sense of urgency and multitasking
• Deliver against key customer targets.
• Technical aptitude

Key Stakeholders

• Internal: Business Operations IT Channel Partners and Master Distributors Team and other business units across the organization
• External: Distributors and Channel Partners

Required Qualifications

• High school diploma or equivalent
• 5 years of Customer Care or related experience
• 1 years of SAP experience
• Salesforce Case Management
• Must have a dedicated workspace at home with solid/reliable internet.

Preferred Qualifications

• Bachelors degree
• Dairy & Livestock industry knowledge
• 5 years of Customer Care or related experience
• 5 years of SAP experience
• 2 years of EDI experience

#MSJR

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U.S. Hybrid Work Model

Effective September 5 2023 employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week Monday - Thursday although the specific days may vary by site or organization with Friday designated as a remote-working day unless business critical tasks require an on-site Hybrid work model does not apply to and daily in-person attendance is required for field-based positions; facility-based manufacturing-based or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note this Hybrid work model guidance also does not apply to roles that have been designated as remote.

San Francisco Residents Only:We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:We will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance

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Merck & Co. Inc. Rahway NJ USA also known as Merck Sharp & Dohme LLC Rahway NJ USA does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place introductions are position specific. Please no phone calls or emails.

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