Head of Customer Fulfillment & Logistics (Hybrid)

MSD; Milton Keynes; Hybrid; GBP 52.000 - 78.000; Vollzeit

Zusammenfassung

Merck & Co., Inc. in Milton Keynes is seeking a Lead Associate, Customer Service to lead the Order & Logistics function, optimise order fulfilment, and drive continuous improvement across processes and digital tools.

The role requires strong leadership, experience in ERP systems (SAP), and a customer-focused mindset to balance demand, inventory, and service levels with regulatory requirements.

Qualifikationen

• Significant experience within Customer Service, Supply Chain Operations, or Order Management.
• Experience leading 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 using ERP systems such as SAP.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Aufgaben

• Lead daily activities of Order & Logistics, driving service excellence and operational effectiveness.
• Act as the operational lead for customer order fulfilment, ensuring on-time delivery.
• Provide leadership, coaching, and support to team members.
• Monitor performance and address risks affecting service or supply continuity.
• Own allocation and supply management, coordinating with planning and commercial teams.
• Drive continuous improvement through automation, AI-enabled solutions, and digital tools.
• Produce and analyse operational reports, KPIs, and performance metrics.

Kenntnisse

Customer Service

Order Processing

People Management

Logistics

Data Analysis

Problem Solving

Jobbeschreibung

Merck & Co., Inc. in Milton Keynes is seeking a Lead Associate, Customer Service to lead the Order & Logistics function, optimise order fulfilment, and drive continuous improvement across processes and digital tools.

The role requires strong leadership, experience in ERP systems (SAP), and a customer-focused mindset to balance demand, inventory, and service levels with regulatory requirements.