Customer Service Specialist

Budapest - Hungary

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description

The Customer Service Specialist manages key supply chain and logistics functions to ensure smooth movement of materials and high customer satisfaction. Responsibilities include demand and supply planning inventory control order management 3PL coordination customer support system data maintenance reporting and continuous process improvement. The role requires strong communication analytical skills and the ability to work across departments to align customer needs with operational activities.

Key responsibilities:

Demand planning

Review demand forecasts and follow established NSM (nation/state management) guidelines.
Support NSM decision-making with accurate system data extracts.

Supply planning & stock management

Monitor stock levels (overstock low stock coverage and safety stock settings per UIN) and product expiry dates.
Place fill-up orders for manually ordered products to maintain sufficient stock.
Maintain regular contact with production sites.
Verify shipping documents upon request (upload certificates check POD and invoices) analyze discrepancies and initiate corrective actions.

3PL management & warehouse coordination

Communicate with thirdparty warehouse partners on customer shipments and forward delivery notes.
Support stock accuracy returns and refusal follow-up.
Respond to incidents (under-delivery over-delivery damages) and follow through to resolution.
Review vendor invoices for logistics services monthly and submit for approval/payment.

Reporting & finance interactions

Submit predefined weekly/monthly reports and provide ad-hoc support to stakeholders regarding goods flow inventory levels overstock out-of-stock situations lost sales backorders and obsolete items.
Manage year-end data submissions to Finance (inventory scrap FOC transfer prices fill-up related invoices).

Customer support & order management

Provide customers with sales-related information (availability price lists promotions).
Receive and book customer orders into the system; prepare shipping documents and coordinate allocations with NSM.
Send order confirmations and communicate out-of-stock and next-availability details.
Dispatch signed final invoices by post and/or email.
Handle customer complaints not related to active ingredients escalating and informing CORA NSM and BU as needed.
Administer tenders promotions partner discounts and rebates (including calculations for returns and paybacks).
Archive and document commercial agreements and special deals with wholesalers.

Systems data & process improvement

Create and maintain material master data across the portfolio including new entries.
Create and maintain customer accounts.
Identify and implement improvements to working practices and procedures to increase efficiency cost-effectiveness and productivity.
Develop and maintain strong communication with internal partner departments and 3PL providers.
Contribute to continuous improvement initiatives and recommend process or decision enhancements.

Special tasks & project work

Monitor and control the customer journey through company and 3PL systems.
Apply and oversee clear desk policy where relevant.
Manage allocations and order form maintenance.
Design implement and monitor customer service processes between internal teams and 3PL partners.
Lead or contribute to projects and maintain department task lists guides and training materials.
Monitor daily internal and external Customer Service communications.

Compliance

Ensure all activities comply with applicable regulations and the organizations code of conduct including vendor management and customer master data governance.

Qualifications & skills:

Bachelors or Masters degree (or equivalent relevant experience).
Previous experience in a similar role preferably within a multinational environment.
Excellent English communication skills both written and verbal.
Advanced MS Office skills particularly Excel.
SAP experience is an advantage.
Strong analytical skills and ability to prioritise tasks.
Proactive learner with a continuous improvement mindset.
Able to work independently and collaboratively within cross-functional teams.
Strong interpersonal and communication abilities.

Competencies:

Working Across Boundaries Applying
Project Management Applying
Productive Communication Advanced
Problem Solving Advanced

Core supply chain competencies:

End-to-End Supply Chain Applying
Relationship Management Applying
Supply Chain Metrics & Improvement Applying
Supply Chain Risk & Compliance Applying
Information Systems Knowledge Applying

Product supply & planning:

Sales & Operations Planning (S&OP) Applying

Integrated logistics & customer management:

Warehouse Planning & Management Applying
Third-Party/Fourth-Party Logistics Applying
Customer Service & Collaboration Applying

Other:

English Advanced

Required Skills:

Customer Experience Management Customer Service Microsoft Office Order Processing Problem Resolution Report Preparation Service Requests Technical Support

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
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.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

Hazardous Material(s):

n/a

Job Posting End Date:

03/20/2026

*A job posting is effective until 11:59:59PM on the day BEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Required Experience:

Job DescriptionThe Customer Service Specialist manages key supply chain and logistics functions to ensure smooth movement of materials and high customer satisfaction. Responsibilities include demand and supply planning inventory control order management 3PL coordination customer support system data ...