Customer Service Specialist - 12 Month FTC

Merck Life Science; Oud-Heverlee; On-site; EUR 34,000 - 46,000; Full time

Job summary

Merck Life Science in Heverlee (Leuven) is seeking a Customer Service Specialist for a 12 Month Fixed Term Contract. You will support Customers and Sales, manage orders, and leverage the Differentiated Service offer to drive growth.

We value strong communication, ERP experience (SAP/Oracle), and a focus on timely deliveries. The role requires independent work and teamwork within a dynamic, diverse environment.

Qualifications

• 3+ years’ experience in a customer oriented environment.
• Strong knowledge of order processing and associated admin.
• Excellent organizational skills and customer satisfaction focus.
• Strong verbal and written communication skills; ability to work independently or with a team.
• Experience with ERP systems (SAP and/or Oracle) is highly desirable.
• Proficiency with Outlook, Excel, and MS Teams.

Responsibilities

• Partner with Sales, customers, and internal departments to ensure smooth daily operations.
• Communicate standard lead times and process customer purchase orders within agreed timelines.
• Verify mandatory purchase-order data, including pricing, and resolve price discrepancies per procedures.
• Check inventory and supply status, allocate batches to meet customer requirements, and improve delivery dates.
• Monitor open, incomplete, and blocked orders through delivery and invoicing.
• Prepare and issue customer and drop-shipment invoices, update databases, and follow up on payments.
• Coordinate customer complaints, sample flows, regulatory and quality requests, documentation inquiries, approvals, dispatches, and case follow-up.
• Contribute to projects and continuous improvements, perform routine admin tasks, and support department operations.

Skills

Customer service

Order processing

Communication

Team collaboration

Excel

Outlook

MS Teams

Tools

SAP

Oracle

Job description

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role

We have an exciting opportunity for a Customer Service Specialist to join the team in Heverlee, Leuven for a 12 Month Fixed Term Contract. We are experts whose mission is to support Customers and Sales according to their needs and leverage Differentiated Service offer as a competitive advantage to drive profitable growth. We bring the voice of our customers to the business.

Key Responsibilities Include (but Are Not Limited To)

• Partner with Sales, customers, and internal departments to ensure smooth daily business operations.
• Communicate standard lead times and process customer purchase orders within agreed timelines.
• Verify mandatory purchase-order data, including pricing, and manage price discrepancies according to established procedures.
• Check inventory and supply status, allocate batches based on customer requirements, and pursue opportunities to improve delivery dates.
• Monitor open, incomplete, and blocked orders through delivery, ensuring all shipped orders are invoiced.
• Prepare and issue customer and drop-shipment invoices, update databases, and follow up on delayed or outstanding payments.
• Coordinate customer complaints, sample flows, regulatory and quality requests, documentation inquiries, approvals, dispatches, and case follow-up.
• Contribute to projects and continuous improvements, perform routine administrative tasks, support efficient department operations, and report issues.

Who You Are

• 3+ years’ experience in a customer oriented environment.
• Strong knowledge of order processing and associated admin.
• Organized, task-oriented, open-minded, great sensibility for customer satisfaction.
• Strong verbal and written communication skills, able to work independently as well as part of a team.
• Experience with ERPs (SAP and/or Oracle) is highly desired.
• Proficiency with Outlook, Excel, MS Teams.
• Languages: English is mandatory (level B2 minimum), Dutch is desirable.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!