Customer Care Senior Associate (Bilingual)

Merck

Job Description

Job Summary

The Mexico Customer Care Senior Associate is responsible for managing and supporting the Mexico partners / customers inquiries, orders, billing, and operational service needs. This individual also plays a key role in supporting service process improvements, order processing consistency and service delivery enhancements. The Mexico Customer Care Associate reports to Associate Director Customer Support. Is responsible for partnering with stakeholders to ensure optimum customer care processes, programs, and enhancements are implemented and maintained as required. The Mexico Customer Care associate will also provide support across the business partnering with departments such as, but not limited to IT, Master Data, Customer Service, Marketing, Pricing, and others. The Customer Care Associate builds and maintains relationships with internal stakeholders such as Operations, Compliance, Sales, Finance and Quality. This position will be responsible for the strategic tactical support for the continued growth of the Mexico business. This position will proactively impact the overall customer experience through relationships, processes, and ID tag subject matter expertise.

Required to work collaboratively with Complex Support teams including but not limited to Marketing, Sales, Account Management, Business & Strategy Channel, and IT support.

Primary Duties and Responsibilities

COMMUNICATION:

Acting as primary contact of Internal Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization related to ID tag availability, supply and orders related to Mexico customer products, inquiries, invoicing, and orders.

Ensures appropriate and adequate communication to internal and external stakeholders.

Act as a liaison between our companys organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.

Participating in market meetings and contributing to Market/Customer forecasting.

Ensuring timely receipt and correct order processing from customers.

Proactively communicating with supply chain regarding significant demand events and developments as they arise.

REPORTING:

Partners with management to provide standard reporting (e.g. metrics regarding demand, supply, master data, inventory etc)

Responsible for data analysis on Mexico customer activity and product demand. Ensuring order processing and warehouse SLAs are consistent and orders managed without disruption. Deliver against key service delivery goals and targets.

PROCESS, QUALTY & COMPLIANCE:

Process and manage orders, returns, credits, & debits

​Providing audit support to management to ensure compliance adherence.

Resolve billing issues and appropriately disburse adjustments along our companys Animal Health policy

Establishes Mexico work procedures and processes that support the companys and departments standards, procedures, and strategic directives.

Address customer inquiries and product support, and identify and provide additional features and service offerings

Maintain compliance with our companys Animal Health’s terms and conditions of sale, laws, regulations, and policies

ORGANIZATION & PROJECTS:

Lead UAT testing and implementation of Mexico related process launches.

Regularly, actively contributing to projects and initiatives to expand the Mexico footprint.

Leading projects to engage and improve customer compliance to our Mexico customer ordering and delivery requirements.

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

Proficient in SAP, Service Cloud, and Microsoft applications

Technical aptitude

Required Qualifications

High school Diploma.

5 years of Customer Care or related experience

2 years of SAP experience

Must live in Dallas Ft Worth area or surrounding areas

Must have a dedicated workspace at home with solid/reliable internet

Preferred Qualifications

Bachelor’s degree preferred.

Distribution & Channel Partners experience

10 years of Customer Care or related experience

5 years of SAP experience

2 years of EDI experience

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separationpackage, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.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.

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:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf)

EEOC GINA Supplement​

Pay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf)

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.

Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)

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, generally Tuesday, Wednesday and either Monday or 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”.

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:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

1st – Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Requisition ID: R283463