Bilingual Customer Service Specialist - Hybrid & Growth

Merck Life Science; Wrocław; Hybrid; PLN 70,000 - 100,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Sports card

Prepaid lunch card

Flexible working hours

Paid days off

Language course support

Employee assistance

Job summary

Merck Life Science in Wroclaw is seeking a Customer Service Specialist to be the primary contact for our customers. You will handle orders from entry to shipment, using Oracle and SAP, and ensure smooth interactions across channels.

Based in a local office with onboarding in-office and then hybrid work, 8:00 to 17:30 CET hours; collaborate with Commercial, Finance and Distribution teams to deliver outstanding service.

Qualifications

• Excellent command of English and Portuguese.
• 2–3 years of experience in a fast-paced customer service environment.
• Experience with ERP/CRM systems (SAP, Oracle, Salesforce is a plus).
• Skilled at managing order processing and resolving service complaints.
• Strong communication skills with a focus on delivering high-quality customer experience.
• Ability to prioritize tasks in a collaborative, international team.
• Proactive mindset with a commitment to continuous improvement.

Responsibilities

• Be the primary contact for customers via telephone, email and web channels.
• Manage end-to-end order cycle, from entry to shipment monitoring using Oracle and SAP.
• Resolve issues and service complaints quickly with effective solutions.
• Collaborate with Commercial, Finance and Distribution teams to ensure seamless interactions.
• Maintain high-quality customer experience across channels.

Skills

English proficiency

Portuguese proficiency

ERP systems

CRM systems

Order processing

Communication skills

Team collaboration

Tools

SAP

Oracle

Salesforce

Job description

Merck Life Science in Wroclaw is seeking a Customer Service Specialist to be the primary contact for our customers. You will handle orders from entry to shipment, using Oracle and SAP, and ensure smooth interactions across channels.

Based in a local office with onboarding in-office and then hybrid work, 8:00 to 17:30 CET hours; collaborate with Commercial, Finance and Distribution teams to deliver outstanding service.