Customer Support Specialist - Advanced Support (Remote)

Job Description

The Specialist is responsible for managing the incremental growth of our company's Animal Health eCommerce shopping platform as well as supporting system stability and enhancements. This individual is responsible for ensuring premium e-commerce processes, programs, and enhancements are implemented and maintained as required.  The Specialists will also provide support across the eCommerce business partnering with departments such as, but not limited to IT, Master Data, Customer Service, Marketing, Pricing, and GPO teams. The Associate Specialist builds and maintains relationships with internal stakeholders such as Site Planning, Site Logistics, E2E Planning, Logistics, Finance and Quality.  This position will be responsible for the operational functionalities related to the continued growth of online shopping as customers purchasing capabilities for direct only products increase including forecasting and product allocation.  

Primary activities include, but are not necessarily limited to:

COMMUNICATION:

• Acting as primary contact of internal stakeholders related to demand and supply related to eCommerce shoppers and products.

• Ensures appropriate and adequate communication to internal and external stakeholders.

• Act as a liaison between our company's Animal Health organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.

• Supporting mitigation of supply risk by analysis of market needs.

MANAGE ECOMMERCE WEBSITE:

• As acting specialist, one of your daily tasks includes overseeing e-commerce website and ensuring they function correctly.

• Audit the website weekly, to ensure products are correct and able to purchase. Work with the appropriate business leads when issues identified.

• Maintain and upload new product images and information.

INVENTORY:

• Monitoring inventory levels for direct only products and identifying inventory risks. Conduct root cause analysis.

• Responsible for forecast and order management, coordinates supply of product and related services and looks after inventory management.

• Identify and resolve supply issues aligning to product forecasting & demand.

REPORTING:

• Responsible for data analysis on customer activity and product demand.  Ensuring order processing and warehouse SLAs are consistent and orders managed without disruption.

• Deliver against key eCommerce service targets.

PROCESS, QUALTY & COMPLIANCE:

• Manage connectivity and process flow for eCommerce returns, order, credits, & debits

• Providing audit support to ensure compliance required for RX and restricted products.

• Establishes work procedures and processes that support the company's and department's standards, procedures, and strategic directives.

ORGANIZATION & PROJECTS:

• Drive decisions on business continuity wile leading projects to drive updates and business process. 

• Lead UAT testing and implementation of process launch including analyzing of KPI’s related to project launches.  

Qualifications:

Minimum Education Requirement:

• B.S./B.A. required.

Required Experience and Skills:

• Ability to work effectively with department heads.

• Strong collaboration and communication skills.

• Demonstrated ability to anticipate and solve problems.

• Strong business judgment and decision-making ability.

• Solid analytical skills for independent problem solving.

• Stakeholder management, teamwork, and collaboration: Adequate skills, applied at various levels including executive leaders and across functional areas.

Preferred Experience and Skills:

• SAP/Atlas; Inventory management, order/return processes applications, customer master set up related to customer online shopping access.

• Ways of Working: Good and developing understanding of WoW mindsets and behaviors, ability to demonstrated some of them regularly.

• Business and Finance acumen: Understand impact of own area's activities within Supply Chain

Key Competencies

• Communication Proficiency.

• Detailed oriented.

• Self-driven committed to self-improvement.

• Leadership.

• Organizational Skills.

• Performance Management.

• Problem Solving/Analysis.

• Technical Capacity.

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.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

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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 Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

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