Customer Service Representative at Merck in USA - Texas - Irving

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.
• 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.

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.

Requirements

• 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.
• Required Skills:
• 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.
• 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}

Skills

Required

• Strong attention to detail
• Proactive problem-solving abilities
• Creative and analytical thinking
• SAP experience
• Online order management platforms

Preferred

• Salesforce

Benefits

• $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.