MSD Looking for Customer Service Specialist at Upper Hutt, Wellington Full Time

The primary responsibility of the Customer Service Specialist is to provide a level of customer service to both internal and external customers that meets company and market expectations.

Of critical importance to the successful execution of this role is the ability to communicate effectively, attention to detail and sound IT experience and the ability to grasp technical product and market information.

The Customer Service Specialist sits within the Animal Health organization and reports to the Customer Service Team Leader.

Our Animal Health Division operates within the pharmaceutical industry, which in New Zealand is both highly regulated and very competitive. Our success largely depends on our ability to build customer loyalty and optimize the return on customer segments. Success is often dependent on getting new products into the market quickly and reimbursed at a price acceptable to both the marketplace and the organization. Our success also depends on a high level of market penetration and effective management of emerging and existing customers. This requires a high level of coordination between customers, sales and marketing and other internal stakeholders.

Primary Activities – Accountabilities, Supervision,

Customer Service

• Process orders to meet warehouse cut off times.

• Warehouse Duties – Consignment Tracking and Tracing.

• Liaise with third party logistics company, meeting monthly with logistics partner to review KPI performance and find opportunities for improvement.

• File orders and credit claim requests electronically, maintaining transparent and auditable documentation. Accurately document approved forms, including credit management, account creations etc.

• Ensure timely entry of new customers/ contacts and accurate editing of details as required, maintaining customer master data and documentation within our Company’s systems, including but not limited to billing outputs, EDI tables, general and sales data in SAP, either directly in SAP or via BSC. Ensuring compliance to MDM approved processes.

• Complete accurate editing of customer details as required, including assisting team leader to improve processes.

• MAXX – Ensure SAP customer master data changes are reflected in MAXX, working with CE partners. Account details in SAP should reflect those in MAXX.

• Ensure MAXX processes for free & bonus goods are adhered to by commercial partners, including rejecting orders that have been entered incorrectly.

• Assist Team Leader to manage Customer Service contact centre phone system, ensuring calls are routed to the correct queue, are proactively updated to manage holiday period changes to phone logic.

• Answer phones and other customer communications, supplying relevant information to both internal and external customers as required, ensuring phones are working correctly and escalating issues as required.

• Supply relevant information to internal and external customers. Ensure product knowledge is up to date to provide single call resolution to customer enquiries wherever possible.

• Reply to correspondence received from customers.

• Ensure field staff have access to current and accurate customer information

• Responsibility for credit claim documentation and approval processes. Liaising with internal and external customers to complete the credit claim process, from claim initiation, approvals, SAP credit note processing and communication with customer or BU partners as required.

• Arrange return goods from customer for credit. Process credit.

• Undergo PV training to ensure that you are familiar with the required reporting processes and timelines for Adverse Events and Product Quality complaints

• Ensure that all potential PV and Product Quality Complaint information encountered is reported as per the PV reporting processes and timelines described in your local and global PV/ PQC training.

• Maintain knowledge of New Zealand customer service order processes and phone systems to provide ANZ support as required.

• Make recommendations to Team Leader, to simplify our ways of working, aligning processes across ANZ customer service teams.

Documentation and PV Responsibilities

• Undergo PV training to ensure that you are familiar with the required reporting processes and timelines for Adverse Events and Product Quality complaints.

• Ensure that all potential PV and Product Quality Complaint information encountered is reported as per the PV reporting processes and timelines described in your local and global PV/ PQC training.

Key Skills, Knowledge, Experience, Qualifications and Competencies required

• Completion of HSC or relevant tertiary qualifications.

• Minimum 2 years work experience in a related environment.

• Good level and understanding of SAP.

• Good knowledge of Microsoft Office Suite and experience with Inventory Control Software.

• Good data entry skills and eye for detail.

• Understanding of DBM and CRM applications is desirable but not essential.

• Excellent communication and organizational skills. Ability to work well with other departments in a team setting.

• Self-starter with initiative who works well with minimal supervision.

• Ability to make decisions on a day to day basis concerning normal activities within defined procedures and processes.

• Professional, friendly and courteous disposition when dealing with internal and external customers.

• High level of customer focus

• Ability to Multi-task and prioritise.

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world’s most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

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. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply 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:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

1

Requisition ID:R184661