Job Description
Job Summary
This position reports to the Associate Director of Distribution and Channel Partners in Customer Care for our company's Animal Health. This individual will be responsible for ensuring customer service needs are met in the organization, coordinating order management activities, and engaging with other areas of our company to address and manage business and processes.
Required to work collaboratively with Simple Support teams, including but not limited to Marketing, Sales, Account Management, E-commerce, PV, BSC, and IT support.
Primary Duties and Responsibilities
Provide enthusiastic, holistic customer service through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire to help
Build sustainable relationships through effective account management
Take and process phone and EDI orders
Utilize SAP and possess the ability to navigate systems
Identify and resolve key customer logistics issues
Address customer inquiries and product support, and identify and provide additional features and service offerings including cross/upselling opportunities
Resolve minor billing issues and appropriately disburse adjustments in line with our company's Animal Health policy
Allocate inventory to customers if shortages exist pre-SAP
Act as a liaison between customers and internal organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.
Drive collaboration and partnership with National Area Managers, Functional Area Leaders, and Business Unit Leads
Deliver against key customer service targets
Embody elements of a high-performing culture: focused, accountable, opportunistic, and engaged
Ability to work in a team environment
Maintain compliance with our company's Animal Health’s terms and conditions of sale, laws, regulations, and policies.
Key Competencies
Detail-oriented, proactive, and conscientious with a commitment to self-improvement
Ability to provide accurate information to both internal and external customers
Utilize account management tools to document service for future reference
Actively listen and troubleshoot to provide superior customer experiences
Key Stakeholders
Internal – Business Operations, IT, Channel Partners and Master Distributors Team, and Business units across the organization
External – Distributors and Channel Partners
Required Qualifications
3 years of Customer Care or related experience in an office setting
Knowledge of SAP
Must live in Omaha, NE, or surrounding areas
Must have a dedicated workspace at home with solid/reliable internet
Preferred Qualifications
Bachelor’s degree
5+ years of Customer Care experience
2+ years of SAP experience, particularly in Order to Cash components
NOTICEFORINTERNALAPPLICANTS
In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
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U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives 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:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
n/a
Job Posting End Date:
12/17/2024
- 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:R311670
