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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 service team lead 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 or equivalent experience.

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

+ 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

+ 8+ years of SAP experience

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

+ Disposition – High level of honesty and integrity

+ Positive can-do philosophy

+ Forward thinking

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

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 (https://survey.sogosurvey.com/r/aCdfqL) 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 (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf)

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 (https://www.msdprivacy.com/us/en/CCPA-notice/)

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”.

**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:

10%

Flexible Work Arrangements:

Hybrid

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Required Skills:

Business Processes, Business Processes, Business Process Improvements, Consumer Financing, Customer Education, Customer Experience Management, Customer Relationship Management (CRM), Customer Satisfaction, Customer Satisfaction Surveys, Customer Service, Customer Service Development, Customer Service Management, Escalation Management, Escalation Resolution, Handling Customer Complaints, Industrial Maintenance, Internal Customers, Management Process, Order Processing, Process Improvements, Product Sales Training, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes {+ 5 more}

Preferred Skills:

Job Posting End Date:

06/10/2025

*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:** R349814