Customer Operations & Order Management Specialist

Merck Gruppe - MSD Sharp & Dohme; Cape Town; On-site; ZAR 320,000 - 520,000; Full time

Job summary

Merck Gruppe - MSD Sharp & Dohme in Cape Town, South Africa, seeks a Customer Operations & Order Management Specialist to manage end-to-end order processing for SA and SSA customers. You will liaise with Sales, Production, Warehouse and Finance to ensure accurate orders and timely fulfillment.

The role requires strong communication, attention to detail, and proficiency in MS Office 365, with 2–3 years of customer service or order processing experience.

Qualifications

• Matric (Grade 12) required.
• Administrative qualification or equivalent beneficial.
• Advanced knowledge of Microsoft Office 365 Suite.

Responsibilities

• Provide end-to-end customer liaison and order processing for SA/SSA customers.
• Communicate with customers and sales teams via phone, WhatsApp and email.
• Process customized printed and blank orders accurately and timely.
• Coordinate with Production, Warehouse, Dispatch and Finance on orders and accounts.
• Maintain customer records and order forecasts.

Skills

Communication

CRM Account Management

Customer Centricity

Customer Service

Customer Support

Multitasking

Office Administration

Order Processing

Sales Data Management

Sales Support

Service Scheduling

Education

Matric (Grade 12)

Administrative qualification or equivalent

Tools

Microsoft Office 365 Suite

Job description

Customer Operations & Order Management Specialist

Location Cape Town, Western Cape, South Africa Job Type Full time

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:

• 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.
• 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

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

*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: R420395