Customer Service Specialist with Portuguese (All genders)

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

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Work model

5 days per week from office in Wroclaw for onboarding and initial collaboration, after which a hybrid model will be followed.

Your Role

In your role as a Customer Service Specialist, you will be the primary point of contact for our customers, ensuring every interaction (via telephone, email and web channels) is smooth and professional. You’ll take charge of the entire order cycle — from initial entry to monitoring shipments — using tools like Oracle and SAP to keep things on track. When issues or service complaints arise, you’ll use your problem-solving skills to find effective solutions quickly. Working closely with our Commercial, Finance and Distribution teams, you’ll ensure every interaction is seamless. This is a fantastic opportunity to grow your career while mastering diverse skills sets in a dynamic, collaborative international environment. This role is based in our local office with standard contact center hours from 8:00 am to 5:30 pm CET.

Who You Are

• Excellent command of English and Portuguese is essential, other European languages encouraged
• Minimum of 2–3 years of experience in a fast-paced customer service environment.
• Proven ability to learn and adapt quickly to multiple ERP and CRM systems (experience with SAP, Oracle, or 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 effectively in a collaborative, international team.
• Proactive mindset with a commitment to continuous improvement and knowledge sharing.

Your Main Benefits

• Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card
• Work-Life balance: Enjoy additional paid days off, flexible working hours.
• Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities
• Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.

Information on how we process your personal data for recruitment purposes, you can find on the registration form in our Recruitment Portal.

What we offer

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!