Customer Service Ops Lead: Order & Logistics Excellence

Merck Gruppe - MSD Sharp & Dohme; Milton Keynes; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Merck Gruppe - MSD Sharp & Dohme in Milton Keynes, UK, is seeking a Lead Associate, Customer Service to steer day-to-day operations of the Order & Logistics function, focusing on order management, inventory allocation, and on-time fulfilment.

You will drive continuous improvements, mentor a high-performing team, and partner with Demand Planning, Supply Chain, and Commercial teams to balance demand with stock while using SAP and other digital tools to enhance customer experience.

Qualifications

• Significant experience in Customer Service, Supply Chain Operations, Order Management, or Logistics.
• Proven leadership of operational activities or teams in a customer-focused environment.
• Strong understanding of order-to-cash processes and customer fulfilment operations.
• Experience managing escalations and complex customer issues.
• Experience with SAP and ERP systems.

Responsibilities

• Lead daily Order & Logistics activities to drive service excellence.
• Oversee full order-to-delivery process and ensure accurate, timely fulfilment.
• Provide coaching and support to team members and escalate issues.
• Coordinate with Demand Planning, Supply Chain and partners to resolve fulfilment challenges.
• Manage product allocations and stock release processes.
• Drive logistics improvements and customer fulfilment outcomes.
• Lead investigations into complaints, service failures, or delivery issues.
• Produce and analyse KPIs and operational performance data.
• Promote compliance with quality, regulatory, and Bona Fide processes.
• Support onboarding and development of team members.

Skills

Customer Service

Order Processing

People Management

Problem Resolution

Sales Data Management

Sales Reporting

Sales Order Processing

Service Requests

Technical Support

Work Order Management

Report Preparation

Leadership

Digital and AI literacy

Tools

SAP

ERP

Job description

Merck Gruppe - MSD Sharp & Dohme in Milton Keynes, UK, is seeking a Lead Associate, Customer Service to steer day-to-day operations of the Order & Logistics function, focusing on order management, inventory allocation, and on-time fulfilment.

You will drive continuous improvements, mentor a high-performing team, and partner with Demand Planning, Supply Chain, and Commercial teams to balance demand with stock while using SAP and other digital tools to enhance customer experience.