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 company's 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 Health's 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

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

#MSJR

Required Skills:

Account Management, Account Management, Business Decisions, Collaborative Communications, Consumer Financing, Customer Experience Management, Customer Management, Customer Service, Customer Service Management, Customer-Support, Data Entry, Installation Support, Insurance Claim Handling, Microsoft Applications, Microsoft Office, Order Processing, Problem Resolution, Product Sales Training, Promotional Activities, Report Preparation, Retail Customer Service, Sales Data Management, Sales Quotes, Sales Tracking, SAP Enterprise Resource Planning (ERP) {+ 5 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

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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:

10%

Flexible Work Arrangements:

Hybrid

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

02/9/2026

*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.

Requisition ID:R382436

PDN-a0fd13d4-66c1-4b3e-9286-503d1c93347b