Customer Operations & Order Management Specialist

MSD Malaysia; Cape Town; On-site; ZAR 260,000 - 400,000; Full time

Job summary

Merck & Co., Inc. is seeking a proactive Customer Liaison & Order Processing professional to support SA/SSA customers.

You will handle inquiries, provide quotations, and ensure accurate processing of customized printed orders while coordinating with Production, Warehouse, Dispatch and Finance teams. The role requires 2–3 years in customer service or order processing, strong communication skills, and proficiency in Sage 300 and MS Office 365.

Qualifications

• Essential Skills: Proven customer service experience.
• Excellent written, verbal, and telephonic communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Excellent organizational and time-management skills.
• Ability to multitask and manage competing priorities.
• Experience using Sage 300.

Responsibilities

• End-to-end customer liaison and order processing for SA/SSA customers.
• Provide quotations, enquiries and product-related support to customers and sales teams.
• Communicate order status and delays to customers and sales teams.
• Maintain printed and blank order control and forecasting sheets.
• Coordinate with Production, Warehouse, Dispatch and Finance teams.

Skills

Customer service

Communication

Time management

Multitasking

Sage 300

CRM

Office suite

Education

Matric

Administrative qualification

Tools

Sage 300

CRM

MS Office 365

Job description

Job Description This position is responsible for the end-to-end customer liaison and order processing function, ensuring accurate processing of especially customized order administration, effective communication, and exceptional customer service for South African (SA) and Sub-Saharan African (SSA) customers. The role provides comprehensive support to customers and sales teams while ensuring the accurate processing and fulfilment of orders, especially printed orders, in accordance with company standards and procedures.

Customer Liaison

• Provide prompt and professional assistance to customers and sales teams with quotations, enquiries, and product-related queries.
• Deliver product and process support to customers and sales teams.
• Maintain effective communication with customers and internal stakeholders via telephone, WhatsApp, and email.
• Build and maintain positive customer relationships through professional service and timely follow-up.
• Analyze and process customized printed orders.

Order Administration and Processing

• Processing and prioritizing of customized orders.
• Receive printed orders from customers and sales teams.
• Validate and process printed orders accurately and efficiently.
• Proactively communicate order status, progress, and any delays to customers and sales teams.
• Maintain and update printed order control and forecasting sheets.
• Ensure all printing requirements and specifications are accurately reflected on orders.
• Processing of blank orders: Receive blank orders from customers and sales teams.
• Validate orders, ensuring the accuracy of products, descriptions, quantities, pricing, and customer requirements.
• Process blank orders accurately and within agreed turnaround times.
• Maintain and update blank order control sheets.

Inter-Departmental Liaison

• Maintain constant communication with the Production Team regarding printed order requirements, schedules, and status updates.
• Liaise with the Warehouse Team concerning stock availability, order fulfilment, and inventory-related enquiries.
• Coordinate with the Dispatch Team regarding delivery instructions, schedules, and customer enquiries.
• Communicate with the Finance Department regarding customer accounts, credit approvals, account maintenance, and the onboarding of new accounts.

Sales Office Administration

• Manage customer and internal communications in a professional and timely manner.
• Process VAT-related documentation and maintain orders on the EDI system.
• Maintain accurate customer and order records.
• Provide general administrative support to the Sales Department as required.
• Perform any other related duties as reasonably requested.

Knowledge, Skills and Experience

• Essential Skills: Proven customer service experience.
• Excellent written, verbal, and telephonic communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Excellent organizational and time-management skills.
• Ability to multitask and manage competing priorities.
• Strong problem-solving and interpersonal skills.
• Previous experience using Sage 300.
• Minimum of 2-3 years' experience in customer service, sales administration, or order processing.
• Qualifications and Experience: Matric (Grade 12).
• Administrative qualification or an equivalent.
• Advanced knowledge and experience of the Microsoft Office 360 Suite.
• Personal Attributes: Strong administrative ability.
• High work standards and attention to quality.
• Sound judgement and decision-making skills.
• Professional and customer-focused approach.
• Ability to work independently and as part of a team.
• Required Skills: Communication, CRM Account Management, Customer Centricity, Customer Service, Customer Support, Multitasking, Office Administration, Order Processing, Sales Data Management, Sales Support, Service Scheduling.

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

• Employee Status: Regular
• Relocation: VISA Sponsorship:
• Travel Requirements: Flexible Work Arrangements: Not Applicable
• Shift: Valid Driving License:
• Hazardous Material(s):

Job Posting End Date: 10/15/2026

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.