Customer Solutions Specialist (Hybrid) — Growth & Impact

Merz Therapeutics GmbH; Raleigh (NC); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Merz Therapeutics GmbH is seeking a Customer Solutions Agent to deliver energetic, professional support for customers. You will handle inbound calls, process orders, manage invoices, and promote programs and products.

The role requires SAP/Salesforce experience and strong communication skills, with a hybrid schedule in Raleigh. You will work to resolve issues, maintain customer satisfaction, and support order fulfillment while adhering to SOPs and ensuring accurate documentation in Service Cloud

Qualifications

• High School diploma is required.
• 1-2 years of experience in customer service.
• Bachelor's Degree preferred.

Responsibilities

• Handle inbound customer calls, troubleshoot, and resolve issues.
• Receive order requests and status inquiries, process orders and responses.
• Monitor Service Cloud queues and SAP orders within established timeframes.
• Process grants, returns, account approvals and other inquiries.
• Develop product and program knowledge to assist customers and promote offerings.
• Ensure compliance with SOPs and maintain accurate customer interactions.

Skills

Listening

Probing

Problem solving

Verbal communication

Written communication

Education

Bachelor's Degree

Tools

SAP

Salesforce Service Cloud

NICE inContact

CRM navigation

MS Office Suite

Outlook

Excel

Teams

PowerPoint

Job description

Merz Therapeutics GmbH is seeking a Customer Solutions Agent to deliver energetic, professional support for customers. You will handle inbound calls, process orders, manage invoices, and promote programs and products.

The role requires SAP/Salesforce experience and strong communication skills, with a hybrid schedule in Raleigh. You will work to resolve issues, maintain customer satisfaction, and support order fulfillment while adhering to SOPs and ensuring accurate documentation in Service Cloud