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

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. High sense of urgency and multitasking. Deliver against key customer targets. Technical aptitude.

Key Stakeholders

Internal : Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization. External : Distributors and Channel Partners.

Required Qualifications

High school diploma or equivalent. 5+ years of Customer Care or related experience. 1+ years of SAP experience. Salesforce Case Management. Must have a dedicated workspace at home with solid / reliable internet.

Preferred Qualifications

Bachelor's degree. Dairy & Livestock industry knowledge. 5+ years of Customer Care or related experience. 5+ years of SAP experience. 2+ years of EDI experience.

Required Skills : Account Management, Business Management, Consumer Financing, Consumer Protection Laws, Customer Partnerships, Customer Satisfaction, Customer Satisfaction Surveys, Customer Service Management, Electronic Data Interchange (EDI), Information Technology (IT) Support, Insurance Claim Handling, Internal Customers, Managing Distribution Channels, Marketing Initiatives, Order Processing, Problem Resolution, Process Improvements, Product Sales Training, Project Support, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, SAP Service Management.

Preferred Skills : (Details omitted for brevity)

Equal Employment Opportunity

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.

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.

Location-Specific Policies

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

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. VISA Sponsorship : No. Travel Requirements : 10%. Flexible Work Arrangements : Remote. Shift : 1st - Day. Valid Driving License : No. Hazardous Material(s) : n / a. Requisition ID : R373713