Customer Service Representative
Merck
4 hours ago
Remote friendly (Irving, TX)
United States
Operations
Job Summary
- Deliver high-quality customer service to external and internal customers in a hybrid work environment. Support data management, process improvement, cross-functional collaboration, and customer training. Coordinate 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: order processing, order status updates, inquiries, and customer issue resolution.
- Ensure timely and accurate order entry, processing, and follow-through.
- Use SAP and Magento (or similar online order portals) to manage orders; act as a super user and troubleshoot with vendors as needed.
- Develop and maintain work instructions, training materials, and process guides.
- Coordinate with Master Data, Pricing, Supply Chain, Finance/Tax, and other teams for material creation/updates, pricing, invoicing, and technical data.
- Analyze sales, order accuracy, and operational reports; provide actionable insights to management.
- Partner with Customer Service Representatives and Order Entry Teams; support process improvements, departmental projects, system upgrades, and special assignments.
Qualifications
- High school diploma/GED.
- 3+ years customer service experience.
- 1+ year SAP experience; comfortable with online order management.
- Advanced PC skills (Microsoft Outlook, Excel, Teams, Word, SharePoint).
- Excellent written/verbal communication; professional interaction across remote/on-site settings.
- Strong attention to detail; proactive problem-solving; creative/analytical issue resolution.
Preferred
- E-commerce; Co-Pilot/ChatGPT/AI platform skills; commercial/distribution experience; animal health industry experience; AS/BS degree.
Benefits
- Medical, dental, vision, insurance; 401(k) retirement; paid holidays; vacation; compassionate and sick days.
Working Conditions
- Hybrid, fast-paced; extensive computer and phone interaction; self-motivated and organized; independent with deadlines.
- Deliver high-quality customer service to external and internal customers in a hybrid work environment. Support data management, process improvement, cross-functional collaboration, and customer training. Coordinate 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: order processing, order status updates, inquiries, and customer issue resolution.
- Ensure timely and accurate order entry, processing, and follow-through.
- Use SAP and Magento (or similar online order portals) to manage orders; act as a super user and troubleshoot with vendors as needed.
- Develop and maintain work instructions, training materials, and process guides.
- Coordinate with Master Data, Pricing, Supply Chain, Finance/Tax, and other teams for material creation/updates, pricing, invoicing, and technical data.
- Analyze sales, order accuracy, and operational reports; provide actionable insights to management.
- Partner with Customer Service Representatives and Order Entry Teams; support process improvements, departmental projects, system upgrades, and special assignments.
Qualifications
- High school diploma/GED.
- 3+ years customer service experience.
- 1+ year SAP experience; comfortable with online order management.
- Advanced PC skills (Microsoft Outlook, Excel, Teams, Word, SharePoint).
- Excellent written/verbal communication; professional interaction across remote/on-site settings.
- Strong attention to detail; proactive problem-solving; creative/analytical issue resolution.
Preferred
- E-commerce; Co-Pilot/ChatGPT/AI platform skills; commercial/distribution experience; animal health industry experience; AS/BS degree.
Benefits
- Medical, dental, vision, insurance; 401(k) retirement; paid holidays; vacation; compassionate and sick days.
Working Conditions
- Hybrid, fast-paced; extensive computer and phone interaction; self-motivated and organized; independent with deadlines.