Customer Care Representative

Merck•Omaha, NE

1d•Hybrid

About The Position

This Customer Care Representative will be responsible for ensuring customer service needs are met in the organization, coordinates order management activities, and engages with other areas of our company's Animal Health to address and manage business and processes. This individual will be required to work collaboratively with Complex Support teams, PV, BSC, Account Management, and Professional Business support. 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.

Requirements

High School diploma or equivalent required.
Minimum of 3 years' experience in a customer service capacity.
Ability to work effectively with department heads.
Strong collaboration and communication skills.
Demonstrated ability to anticipate and solve problems.
Proficiency in Microsoft applications.
Strong business judgment and decision-making ability.
Ability to work independently.
Excellent team player.
Must have a dedicated workspace at home with solid/reliable internet.

Nice To Haves

Bachelor's degree preferred.
Customer service experience with Key Account customers.
Knowledge of SAP, particularly the Order to Cash components.
Work experience with eCommerce shopping platform(s)

Responsibilities

Offer customer service coverage for Animal Health products
Take and process phone orders.
Utilize SAP and ability to navigate systems.
Identify and resolve customer product needs.
Build sustainable relationships through effective account management.
Identify cross/upselling opportunities.
Utilize account management tools to document service for future account reference.
Allocate inventory to customers if shortages exist pre-SAP.
Work with businesses/ BUs and end customers to ensure customer service needs are met.
Deliver against key customer service targets.
Drive collaboration & partnership with businesses/ BUs
Address customer inquiries & product support and identify and provide additional features and services offers.
Resolve small billing issues and appropriately disburse adjustments in line with Animal Health policy.
Act as a liaison between customers and internal company organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.
Liaison with supply chain, marketing, and other Animal Health units to ensure needs are met.
Embody elements of high-performing culture: focused, accountable, opportunistic, and engaged Seek to deliver maximum value creation from org whole and ensure collaborative results
Ability to work in a team environment.
Collaborate with Accounts Receivable counterpart.
Ensure that customers receive a high level of customer service while maintaining compliance to Animal Health's terms and conditions of sale, laws, regulations, and policies.
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.
Excellent written and verbal communication skills.
Proficient typing and computer navigation skills.
High sense of urgency and multitasking
Deliver against key customer targets.
Technical aptitude