Senior Associate Customer Support

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

Job summary

Merck Animal Health in Milton Keynes is seeking a customer services specialist to support enquiries, orders and service requests via phone, email and other channels. You will manage the full order lifecycle in SAP and coordinate product allocations while communicating with customers and internal stakeholders.

You will handle calls, complaints, disputes, credits and returns, provide accurate product information, and liaise with logistics and finance to resolve issues.

Qualifications

• Proven experience in customer service and order processing.
• Strong problem-solving, decision-making, and organisational skills.
• Proficient in SAP, CRM systems, and Microsoft Excel.
• Exceptional attention to detail in high-volume environments.
• Ability to multitask, prioritise workload, and perform under pressure.

Responsibilities

• Manage customer queries and business enquiries.
• Process orders and manage the full order lifecycle in SAP.
• Coordinate and administer product allocations, ensuring fair and accurate distribution of constrained stock while communicating with customers and stakeholders.
• Handle calls, complaints, disputes, credits, and returns.
• Provide accurate product and service information.
• Liaise with logistics and finance teams to resolve issues.
• Maintain reports and raise incident reports as needed.
• Keep SAP systems updated and support meetings and administrative tasks.
• Manage competing priorities, meet deadlines, and maintain attention to detail under pressure.
• Support compliance, continuous improvement, and training activities.

Skills

Customer Queries

Customer Service

Problem Resolution

Service Requests

Technical Support

Tools

SAP Systems

CRM systems

Microsoft Excel

Job description

Job Description

Position Summary

Based at our organization Animal Health HQ in Milton Keynes, this role supports the Customer Services team in handling enquiries, complaints, and orders via phone, email, and other channels. You'll work in a fast-paced environment, managing multiple priorities while maintaining a high level of accuracy across all customer interactions and business processes.

Key Responsibilities

• Manage customer queries and business enquiries.
• Process orders and manage the full order lifecycle in SAP.
• Coordinate and administer product allocations, ensuring fair and accurate distribution of constrained stock while communicating effectively with customers and internal & external stakeholders.
• Handle calls, complaints, disputes, credits, and returns.
• Provide accurate product and service information.
• Liaise with logistics and finance teams to resolve issues.
• Maintain reports and raise incident reports as needed.
• Keep SAP systems updated and support meetings and administrative tasks.
• Manage competing priorities, meet deadlines, and maintain attention to detail under pressure.
• Support compliance, continuous improvement, and training activities.

Requirements

Proven experience in customer service and order processing.

Strong problem-solving, decision-making, and organisational skills.

Proficient in SAP, CRM systems, and Microsoft Excel.

Exceptional attention to detail with a proven ability to maintain accuracy in a high-volume environment.

Ability to multitask effectively, prioritise workload, and perform under pressure.

Excellent communication skills and a collaborative team approach.

Self-motivated, proactive, resilient, and eager to learn.

Required Skills

• Customer Queries
• Customer Service
• Problem Resolution
• SAP Systems
• Service Requests
• Technical Support

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

No

Travel Requirements

No Travel Required

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

No

Hazardous Material(s)

na

Job Posting End Date

08/29/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.