Job Description

**Job Description** **Job Summary** The Customer Care Specialist is responsible for delivering exceptional customer care while managing the US Customer Escalation Queue. This role involves direct interaction with customers, internal stakeholders, and cross-functional teams to ensure efficient service delivery, process improvement, and inventory management. **Primary Duties and Responsibilities** **Customer Service - Billing Escalations** + Provide enthusiastic customer care by efficiently resolving questions and concerns, ensuring each customer is treated with respect and a genuine desire for resolution. + Act as the first point of contact for escalated customer issues, ensuring timely and knowledgeable responses. + Resolve billing issues and manage adjustments in accordance with our company's Animal Health policies. + Maintain compliance with our company's Animal Health's terms and conditions of sale, laws, regulations, and policies. + Provide backup support for both Customer Care & Customer Ops during peak periods. **Process Management** + Monitor and manage existing processes, ensuring they are followed and updated as necessary. + Develop and document clear job processes and workflows to enhance operational efficiency. + Work with cross-functional teams to gather input and feedback on process effectiveness and areas for enhancement. + Identify areas for process improvement and implement best practices to optimize performance. + Ensure all processes comply with relevant regulations and organizational policies. **Meeting Coordinator** + Schedule and coordinate regular meetings between Customer Care and AR/Collections teams, ensuring all relevant stakeholders are invited and prepared. + Develop and distribute meeting agendas in advance, outlining key discussion points, objectives, and expected outcomes. + Lead meetings, ensuring that discussions remain focused, productive, and on schedule. Encourage participation from all attendees. + Take detailed notes during meetings, capturing key decisions, action items, and follow-up tasks. Distribute meeting minutes to all participants promptly. + Monitor the progress of action items and ensure accountability by following up with team members on their responsibilities. **Key Competencies** + Detail-oriented, proactive, and committed to self-improvement. + Excellent written and verbal communication skills, with a strong customer/client focus. + Leadership abilities with a high sense of urgency and multitasking skills. + Proficient in SAP, Service Cloud, Microsoft applications, and eCommerce management tools. + Strong analytical and problem-solving skills, with technical aptitude for managing eCommerce functionalities. Required Qualifications + At least 5 years of customer care or related experience + 3+ years of SAP experience + Bachelor's degree + Experience in business process improvement techniques + Must have a dedicated workspace at home with solid/reliable internet. Preferred Qualifications + A successful candidate must be flexible and have the ability to adapt to a changing environment. + Team management experience + Animal health industry experience + 7+ years of Customer Care or related experience + Disposition - High level of honesty and integrity + Positive can-do philosophy + Forward thinking 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 ( **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". The salary range for this role is $70,500.00 - $110,900.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at . You can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. **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:** Remote **Shift:** 1st - Day **Valid Driving License:** No **Hazardous Material(s):** n/a **Required Skills:** Administrative Policies, Administrative Policies, Customer Experience Design, Customer Experience Management, Customer Handling, Customer Satisfaction Surveys, Customer Service, Customer Service Communication, Customer Service Management, Customer-Support, Data Analysis, E-Commerce, Ecommerce Consulting, Ecommerce Platforms, Field Sales Support, Industrial Maintenance, Inventory Management, Order Processing, Process Improvements, Process Management, Promotional Activities, Quota Management, Report Preparation, Sales Data Management, Sales Quotes {+ 5 more} **Preferred Skills:** **Job Posting End Date:** 08/17/2025 ***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:** R361897

Job Tags

For contractors, Work at office, Local area, Remote work, Relocation, Visa sponsorship, Flexible hours, Shift work, 3 days per week,

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