Customer Service & Fulfillment Operations Lead

Merck; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

Merck is seeking a Lead Associate, Customer Service to steer the Order & Logistics function, ensuring accurate order processing and timely delivery. You will lead a team, drive service excellence, and coordinate with Demand Planning, Supply Chain, and Commercial teams to resolve fulfilment challenges.

The role focuses on continuous improvement, automation, and customer satisfaction, with responsibilities spanning data reporting, escalation management, and process optimization to support business

Qualifications

• Proven experience leading Order & Logistics teams.
• Experience with SAP order activity and fulfillment processes.
• Strong analytical and problem-solving skills with data-driven approach.

Responsibilities

• Lead daily activities of Order & Logistics to ensure service excellence.
• Oversee end-to-end order-to-delivery processes and inventory coordination.
• Escalate and resolve complex customer, logistics, invoice, and order issues.

Skills

Leadership

Customer service

Problem solving

Data analysis

Tools

SAP

AI tools

Automation software

Job description

Merck is seeking a Lead Associate, Customer Service to steer the Order & Logistics function, ensuring accurate order processing and timely delivery. You will lead a team, drive service excellence, and coordinate with Demand Planning, Supply Chain, and Commercial teams to resolve fulfilment challenges.

The role focuses on continuous improvement, automation, and customer satisfaction, with responsibilities spanning data reporting, escalation management, and process optimization to support business