Full Details of Job Post

Job Description

Job Summary

This position reports to the Associate Director of Direct & Professional in Customer Care for our company's Animal Health. The customer care position is responsible for providing quality and efficient customer service to customers through direct contact as well as being the first point of contact for escalations. This position will also support the daily functions of the team, especially when the manager is unavailable. The lead position will additionally assist with interviewing, motivating, recognizing, and rewarding; coaching; counseling; training; and problem-solving.

Primary responsibilities

• This position is responsible for developing customer relationships through leadership with the Account Managers, Sales and responsible for continually driving the service level.

• Manage employees to expected KPI’s and benchmarking.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• One on one coaching with individual team members.

• Participation in daily activities to understand requirements and issues & seek process improvements and resolution.

• Scheduling and planning for department requirements and appropriate phone coverage.

• Providing training, coordinate problem solving.

• Communicating and tracking critical component issues.

• Reviewing current practices and ensuring employees meet or exceed current procedures and techniques. 

• Coordinating SAP training and role responsibilities

• Responsible for monitoring, reviewing, and improving/maintaining processes and procedures to improve efficiencies while maintaining compliance (Finance and Audit).

• Maintain compliance with our company's Animal Health’s terms and conditions of sale, laws, regulations, and policies.

Key Competencies

• Excellent people management, leadership, coaching, and motivation.

• Excellent customer awareness and focus

• 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.

Education Minimum Requirement

• 4-year college degree required.

Key Stakeholders

• Internal:  Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization

Required Qualifications

• 8+ years of customer care or related experience

• eCommerce platform support

• 5+ years of SAP experience

• Experience in business process improvement techniques

• Must have a dedicated workspace at home with solid/reliable internet.

Preferred Qualifications

• Successful candidate must be flexible and have the ability to adapt to a changing environment.

• Team management experience

• Animal health industry experience

• 10+ years of Customer Care or related experience

• 2+ years of Electronic Data Interchange (EDI) experience

• Disposition – High level of honesty and integrity

• Positive can-do philosophy

• Forward thinking

NOTICE FOR INTERNAL APPLICANTS

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 separationpackage, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders).  Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

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.

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

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, generally Tuesday, Wednesday and either Monday or 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”.

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

$83,100.00 - $130,900.00

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

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:

Remote

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

09/20/2024

*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.