Customer Care Associate - Livestock Monitoring

Job Summary

This position reports to the Associate Director of Direct & Professional in Customer Care for our company's Animal Health. The individual is responsible for supporting the daily needs and functions of the livestock monitoring channel. Required to work collaboratively with Complex Support teams including but not limited to Marketing, Sales, Account Management, E-commerce, PV, BSC, and IT support.

Primary Duties and Responsibilities

• Provide enthusiastic customer care through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire for customer resolutions.
• Ensure training, process, and procedural documents are up to date.
• Proficient in SAP, Service Cloud, and Microsoft applications.
• Drive collaboration and partnership with National Area Managers, Functional Area Leaders, and Business Unit Leads.
• Provide special project support, and support customer partnership initiatives.
• Propose innovative solutions to drive internal process improvement.
• Develop a thorough understanding of our company's Animal Health products and service offerings to help identify cross / upselling opportunities.
• Address customer inquiries and product support and identify and provide additional features and service offerings.
• Ensure appropriate & timely warranty product replacements.
• Resolve billing issues and appropriately related to service and subscription models.
• Maintain compliance with our company's Animal Health's terms and conditions of sale, laws, regulations, and policies.

Key Competencies

Key Stakeholders

Required Qualifications

Preferred Qualifications

Required Skills : Account Management, Business Management, Customer Satisfaction, Customer Service Management, Information Technology (IT) Support, Process Improvements, Product Sales Training, Sales Data Management

Preferred Skills :

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities.

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.

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.

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.

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.

Requisition ID : R373713