Customer Service Representative

Job Description

For over 130 years, we have pioneered groundbreaking science. Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology. Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way.

Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence. Because when it comes to animal health, no one sees it like we do.

JOB SUMMARY:

• This position delivers high-quality customer service to both external and internal customers in a hybrid work environment. The role supports data management, process improvement initiatives, cross-functional collaboration, and customer training activities. The CSR Associate II interacts with multiple departments, external vendors, and system partners to ensure operational efficiency and customer satisfaction.

DUTIES AND RESPONSIBILITIES:

• Serve as primary point of contact for designated direct accounts, handling order processing, order status updates, inquiries, and customer issue resolution.

• Ensure timely and accurate order entry, processing, and follow-through to meet customer expectations.

• Utilize SAP and Magento (or similar online order entry portals) to manage customer orders; act as a super user and support troubleshooting with vendors as needed.

• Develop and maintain detailed work instructions, training materials, and process guides for customer service systems and procedures.

• Coordinate with Master Data, Pricing, Supply Chain, Finance/Tax, and other teams to support material creation, updates, pricing, invoicing, and technical data needs.

• Analyze sales, order accuracy, and operational reports to identify trends and provide actionable insights to management.

• Partner with Customer Service Representatives and Order Entry Teams to maintain seamless workflow in a hybrid work environment.

• Support process improvements, departmental projects, system upgrades, and special assignments as required.

REQUIRED EDUCATION & EXPERIENCE:

• High school diploma / GED.

• Three (3)+ years of demonstrated success in a customer service role(s).

• Minimum of one (1) year of SAP experience, with comfort using online order management platforms.

• Advanced PC skills including Microsoft Outlook, Excel, Teams, Word, and SharePoint.

• Excellent written and verbal communication skills, with the ability to interact professionally across remote and onsite settings.

• Strong attention to detail with proactive problem-solving abilities.

• Creative and analytical thinker capable of resolving complex customer issues.

PREFERRED EXPERIENCE:

• E-Commerce experience highly preferred.

• Demonstrated skills with Co-Pilot, Chat GPT, AI platforms high desired.

• Experience in commercial or distribution environments.

• Prior experience in the Animal Health Industry is a plus.

• AS/BS degree.

• Advanced PC skills including Microsoft Outlook, Excel, Teams, Word, and SharePoint.

5. WORKING CONDITIONS

• Ability to work efficiently in a hybrid, fast-paced environment with extensive computer and phone interaction.

• Must be self-motivated, organized, and capable of working independently while meeting deadlines and maintaining productivity standards.

#MSJR

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.

Required Skills:

Communication, Communication, Consumer Financing, Cross-Functional Collaboration, Customer Due Diligence (CDD), Customer Experience Management, Customer Partnerships, Customer Satisfaction, Customer Service, Customer Service Management, Customer-Support, Data Entry, Installation Support, Insurance Claim Handling, Internal Customers, Microsoft Outlook, Order Processing, Problem Resolution, Process Improvement Projects, Product Sales Training, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, Sales Tracking {+ 5 more}

Preferred Skills:

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

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 presence.This 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

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:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

04/23/2026

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

Requisition ID:R392199