Customer Care Representative

Job Description

Job Summary

This Customer Care Rep will be responsible for ensuring customer service needs are met in the organization coordinates order management activities and engages with other areas of our companys Animal Health to address and manage business and processes.

This individual will be required to work collaboratively with Complex Support teams PV BSC Account Management and Professional Business support. Provide enthusiastic holistic customer service through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire to help.

Primary Duties and Responsibilities

Offer customer service coverage for Animal Health products:

• Take and process phone orders.
• Utilize SAP and ability to navigate systems.
• Identify and resolve customer product needs.
• Address customer inquiries & product support and identify and provide additional features and services offers.
• Build sustainable relationships through effective account management.
• Identify cross/upselling opportunities.
• Utilize account management tools to document service for future account reference.
• Resolve small billing issues and appropriately disburse adjustments in line with Animal Health policy.
• Allocate inventory to customers if shortages exist pre-SAP.
• Act as a liaison between customers and internal company organizations (Marketing Logistics and Warehouse Finance Credit etc.) to address key operational issues.
• Work with businesses/ BUs and end customers to ensure customer service needs are met.
• Deliver against key customer service targets.
• Liaison with supply chain marketing and other Animal Health units to ensure needs are met.
• Drive collaboration & partnership with businesses/ BUs
• Embody elements of high-performing culture: focused accountable opportunistic and engaged
• Seek to deliver maximum value creation from org whole and ensure collaborative results with Animal Health.
• Ability to work in a team environment.
• Collaborate with Accounts Receivable counterpart.
• Ensure that customers receive a high level of customer service while maintaining compliance to 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

Required Qualifications

• High school diploma or equivalent
• Minimum of 3 years experience in a customer service capacity.
• Ability to work effectively with department heads.
• Strong collaboration and communication skills.
• Demonstrated ability to anticipate and solve problems.
• Proficiency in Microsoft applications.
• Strong business judgment and decision-making ability.
• Ability to work independently.
• Excellent team player.
• Must have a dedicated workspace at home with solid/reliable internet.

Preferred Qualifications

• Bachelors degree
• Customer service experience with Key Account customers.
• Knowledge of SAP particularly the Order to Cash components.
• eCommerce shopping platform

#MSJR

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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.

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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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