Senior Customer Service Representative, MAH Job

Montreal (Kirkland), QC, CA
September 13 2017
Organization Type
Senior Customer Service Representative, MAH-ADM008672


Today’s Merck is a
global health care leader with a diversified portfolio of prescription
medicines, vaccines and animal health products. Today, we are building a new
kind of healthcare company – one that is ready to help create a healthier
future for all of us.

Our ability to excel depends on the integrity, knowledge, imagination, skill,
diversity and teamwork of an individual like you. To this end, we strive to
create an environment of mutual respect, encouragement and teamwork. As part of
our team, you’ll have the opportunity to collaborate with talented and
dedicated colleagues while developing and expanding your career.

Reporting to the Business Operations Director,
the Senior Customer Service Representative interacts with assigned customers (internally
or externally) to process orders for our Animal Health division. The candidate must be able to establish and
maintain a solid relationship with all clients (internally and externally),
particularly, with her/his assigned Key Account customers and provides a high
level of quality service to ensure all customer expectations are met. The candidate must have the ability to manage
pressure and conflicting requests and possess good problem-solving

Responsibilities include:

- Process and proof every order
received, i.e., telephone, email, fax or electronic orders, to ensure accuracy,
correct pricing and availability and that any special details or shipping instructions
are carried out to ensure total customer responsiveness.

- Follow up with logistics
services partners in order to keep clients supplied effectively and

- Maintain customers informed of back
orders as per defined procedures and expedite back orders as soon as the
products involved become available.

- Investigate, analyze and
resolve all customer deductions/credit requests within required time frames.

- Work in collaboration with the
PV team to manage reporting of AE (adverse events) and PQC.

- Participate in the management
and updating of Key Accounts as per stated procedures.

- Train and share best practices
with customer service colleagues on preferences / needs to ensure best in class
customer service is provided to all clients.

- Coordinate with various colleagues
(CS, SCM, D&L, QA, PM, etc.) locally and globally to ensure communication
is optimal to provide complete and accurate information at all times to

All Customer
Service duties are performed accurately, with close attention to customer
service and in keeping with all Company policies and established objectives.


- High school diploma (DEC –
diploma of collegial studies preferable)
- Two to four years of relevant
- Marked aptitude for teamwork,
communication and interpersonal relations
- Capacity for tactful, diplomatic
communication with clients
- Strong learning skills,
detailed-oriented, comfortable in a multi-task environment
- Sound analytical, decision-making
and negotiating skills
- Good knowledge of SAP software
- Knowledge of Microsoft Office software
(Word, Excel, PowerPoint, Access) is an asset
- Polished, professional
telephone skills
- Bilingualism (French and
English), spoken and written

Our employees are the key to our company's success. We
demonstrate our commitment to our employees by offering a competitive and
valuable rewards program. Merck's benefits are designed to support the
wide range of goals, needs and lifestyles of our employees, and many of the
people that matter the most in their lives.

Merck is an equal opportunity
employer, proudly embracing diversity in all of its manifestations.

Search Firm Representatives

Please Read Carefully:

Merck is not accepting unsolicited assistance from search firms
for this employment opportunity. Please, no phone calls or emails.
All resumes submitted by search firms to any employee at Merck via-email, the
Internet or in any form and/or method without a valid written search agreement
in place for this position will be deemed the sole property of Merck. No
fee will be paid in the event the candidate is hired by Merck as a result of
the referral or through other means.

Job: Administrative Svcs Generic

Job Title:Sr. Assoc, Administrative Services

Primary Location: NA-CA-QC-Montreal (Kirkland)

Employee Status: Regular

Number of Openings: 1

Company Trade Name:Merck

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