Senior Associate Customer Support

Job Description

Position Summary
Based at our organization Animal Health HQ in Milton Keynes, this role supports the Customer Services team in handling enquiries, complaints, and orders via phone, email, and other channels. You’ll work in a fast-paced environment, managing multiple priorities while maintaining a high level of accuracy across all customer interactions and business processes.

Key Responsibilities

• Manage customer queries and business enquiries.
• Process orders and manage the full order lifecycle in SAP.
• Coordinate and administer product allocations, ensuring fair and accurate distribution of constrained stock while communicating effectively with customers and internal & external stakeholders.
• Handle calls, complaints, disputes, credits, and returns.
• Provide accurate product and service information.
• Liaise with logistics and finance teams to resolve issues.
• Maintain reports and raise incident reports as needed.
• Keep SAP systems updated and support meetings and administrative tasks.
• Manage competing priorities, meet deadlines, and maintain attention to detail under pressure.
• Support compliance, continuous improvement, and training activities.

Requirements

• Proven experience in customer service and order processing.
• Strong problem-solving, decision-making, and organisational skills.
• Proficient in SAP, CRM systems, and Microsoft Excel.
• Exceptional attention to detail with a proven ability to maintain accuracy in a high-volume environment.
• Ability to multitask effectively, prioritise workload, and perform under pressure.
• Excellent communication skills and a collaborative team approach.
• Self-motivated, proactive, resilient, and eager to learn.

Required Skills:

Preferred Skills:

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*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.

Global pharmaceutical company known for oncology, vaccines, and infectious disease treatments. Headquartered in Rahway, NJ.

merck.com