Customer Care Representative

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 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. 

Primary Duties and 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

Education

• High School diploma or equivalent required. Bachelor's degree preferred.

Required Experience

• 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.

Preferred Qualifications

• Customer service experience with Key Account customers.

• Knowledge of SAP, particularly the Order to Cash components.

• Work experience with eCommerce shopping platform(s)

#MSJR

Required Skills:

Account Management, Account Management, Account Management Software, Collaborative Communications, Consumer Financing, Customer Connect, Customer Service, Customer Service Management, Customer Support, Data Entry, Detail-Oriented, Ecommerce Platforms, Installation Support, Insurance Claim Handling, Microsoft Applications, Order Processing, Problem Resolution, Product Sales Training, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, Sales Tracking, SAP Enterprise Resource Planning (ERP), Service Excellence {+ 2 more}

Preferred Skills:

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.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

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:

06/16/2026

*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.