Animal Health Customer Experience Specialist

Merck; Irving (TX); Hybrid; USD 53,000 - 83,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

Medical, dental, vision benefits

401(k) retirement plan

Paid holidays and vacation

Job summary

Merck & Co., Inc. seeks a CSR Associate II to deliver high-quality customer service in a hybrid work environment. You will handle orders, provide status updates, and resolve issues for designated accounts using SAP and Magento, while collaborating with internal teams.

The role requires 3+ years of customer service, SAP experience, and strong communication. You will develop training materials and support process improvements, with a benefits package including health and retirement options.

Qualifications

• High school diploma or equivalent.
• 3+ years of customer service experience.
• 1 year of SAP experience and comfort with online order platforms.
• Excellent written and verbal communication skills.
• Advanced PC skills: Outlook, Excel, Teams, Word, and SharePoint.

Responsibilities

• Serve as primary contact for designated direct accounts, handling orders and resolutions.
• Ensure timely and accurate order entry and follow-through to meet expectations.
• Utilize SAP and Magento to manage orders and assist vendors as needed.
• Develop and maintain training materials and process guides.
• Coordinate with Master Data, Pricing, Supply Chain, and Finance for data needs.
• Analyze sales and order accuracy to provide actionable insights to management.
• Collaborate with Order Entry Teams to maintain workflow in a hybrid environment.
• Support process improvements and system upgrades as required.

Skills

Customer service

Communication

Problem solving

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Attention to detail

Education

High school diploma or equivalent

Tools

SAP

Magento

Salesforce

SharePoint

Microsoft Teams

Job description

Merck & Co., Inc. seeks a CSR Associate II to deliver high-quality customer service in a hybrid work environment. You will handle orders, provide status updates, and resolve issues for designated accounts using SAP and Magento, while collaborating with internal teams.

The role requires 3+ years of customer service, SAP experience, and strong communication. You will develop training materials and support process improvements, with a benefits package including health and retirement options.