Customer Service Representative

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

Job Description

For over 130 years, we have pioneered groundbreaking science. Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology. Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way. Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence. Because when it comes to animal health, no one sees it like we do.

Position Summary

• This position delivers high-quality customer service to both external and internal customers in a hybrid work environment. The role supports data management, process improvement initiatives, cross-functional collaboration, and customer training activities. The CSR Associate II interacts with multiple departments, external vendors, and system partners to ensure operational efficiency and customer satisfaction.

Duties And Responsibilities

• Serve as primary point of contact for designated direct accounts, handling order processing, order status updates, inquiries, and customer issue resolution.
• Ensure timely and accurate order entry, processing, and follow-through to meet customer expectations.
• Utilize SAP and Magento (or similar online order entry portals) to manage customer orders; act as a super user and support troubleshooting with vendors as needed.
• Develop and maintain detailed work instructions, training materials, and process guides for customer service systems and procedures.
• Coordinate with Master Data, Pricing, Supply Chain, Finance/Tax, and other teams to support material creation, updates, pricing, invoicing, and technical data needs.
• Analyze sales, order accuracy, and operational reports to identify trends and provide actionable insights to management.
• Partner with Customer Service Representatives and Order Entry Teams to maintain seamless workflow in a hybrid work environment.
• Support process improvements, departmental projects, system upgrades, and special assignments as required.

Working Conditions

• Ability to work efficiently in a hybrid, fast-paced environment with extensive computer and phone interaction. Must be self-motivated, organized, and capable of working independently while meeting deadlines and maintaining productivity standards.

Required Education &experience

• High school diploma or equivalent.
• Three (3)+ years of customer service experience.
• One (1) year of SAP experience, with comfort using online order management platforms.
• Excellent written and verbal communication skills, with the ability to interact professionally across remote and onsite settings.
• Advanced PC skills including Microsoft Outlook, Excel, Teams, Word, and SharePoint.
• Strong attention to detail with proactive problem-solving abilities.
• Experience in commercial or distribution environments preferred.
• Creative and analytical thinker capable of resolving complex customer issues.
• Prior experience in the Animal Health Industry is a plus.
• Experience with Salesforce preferred.

The Salary Range For This Role Is

$52,500 - $82,700

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.

Preferred Skills:

Animal Care, Animal Care, Animal Health Care, Business Service Management (BSM), Communication, Complaint Management, Creativity, Customer Experience Management, Customer Satisfaction, Customer Service, Customer Service Management, Customer Service Training, Empathy, Group Problem Solving, Microsoft Office, Microsoft Teams, Order Processing, Organizational Behavior, Sales, SAP2000, SAP Consulting, SAP Development, SAP Implementations, SAP Procurement, SAP Solutions {+ 6 more}

US And Puerto Rico Residents Only

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities.

Requirements

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

San Francisco Residents Only:

We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

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

No relocation

VISA Sponsorship

No

Travel Requirements

No Travel Required

Flexible Work Arrangements

Hybrid

Shift

1st - Day

Valid Driving License

No

Hazardous Material(s)

n/a

Job Posting End Date

09/30/2026

• 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.

Requisition ID:

R418368