Lead Associate - Customer Support

Merck; Milton Keynes; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading pharmaceutical company in Milton Keynes is seeking a dedicated Lead Customer Services Representative. The role involves providing exemplary customer service, handling escalated queries, and supporting the team. Ideal candidates will have proven customer service experience, strong communication skills, and the ability to manage disputes effectively. This hybrid role offers excellent opportunities for team support and training new members.

Qualifications

• Proven experience in customer service or a related field.
• Ability to handle escalated customer disputes and complaints with tact and diplomacy.
• Attention to detail and commitment to accuracy.

Responsibilities

• Act as the first escalation point for incoming customer queries.
• Manage escalation processes and monitor customer exceptions.
• Assist in training new starters.

Skills

Customer Service

Problem Resolution

Escalation Management

Communication

Multitasking

Job description

Job Description

We are seeking a dedicated and enthusiastic Lead Customer Services Representative to join our team. The successful candidate will provide exemplary customer service to all our customers and stakeholders. You will play a vital role in maintaining a professional and positive attitude, handling incoming customer calls, resolving complaints and queries, and ensuring efficient resolution of escalated customer disputes. Additionally, you will support the manager on a daily basis, deal with escalations, support team members, and be responsible for training and updating SharePoint.

Responsibilities:

• Act as the first escalation point for incoming order, product, and invoice-related customer and business queries
• Manage escalation processes and monitor customer returns exceptions
• Assist in training new starters and provide general support for internal and external meetings
• Ensure compliance with approved company policies and procedures
• Actively seek opportunities to improve system efficiencies and eliminate waste
• Support the manager on a daily basis
• Deal with escalations and support team members
• Be responsible for training and updating SharePoint

Qualifications and Skills:

• Proven experience in customer service or a related field
• Ability to handle escalated customer disputes and complaints with tact and diplomacy
• Ability to multitask and prioritise workload effectively
• Attention to detail and commitment to accuracy

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Communication, Communication, Customer Relationship Management (CRM), Customer Service, Customer Service Management, Customer-Support, Customer Value Management, Escalation Management, Management Process, Managing Distribution Channels, Multitasking, Order Processing, Positive Attitude, Problem Resolution, Product Sales Training, Regulations, Regulatory Compliance, Report Preparation, Sales Data Management, Sales Operations, Sales Order Processing, Sales Reporting, Sales Support, Service Excellence, Service Requests {+ 4 more}

Preferred Skills:

Job Posting End Date:

08/27/2025

*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.