Customer Service & Experience Analyst

Job Description

Job Summary

The Customer Service & Experience Assoc. Specialist position is responsible for end-to-end management from the moment a transaction is generated until the order is satisfactorily delivered, ensuring an appropriate experience at every touchpoint.

This position involves managing inquiries, resolving issues, and tracking orders while ensuring service levels are met.

Additionally, this position collaborates closely with other teams to map opportunities and optimize operational processes, always ensuring a consistent and efficient customer experience in every transaction.

Job Responsibilities

• Order entry for your client portfolio: Register and process orders in the SAP system accurately and in a timely manner, and ensure the necessary documentation process for the correct flow of operations (supplier invoice portals).
• Internal and External Coordination: Work closely with internal and external teams, including the commercial team, clients, distributors, and carriers, to ensure the correct on-time execution of orders.
• Incident Resolution: Control, track, and resolve incidents efficiently, as well as implement proactive processes to mitigate future incidents.
• Process Optimization: Identify areas for improvement in customer service processes and propose solutions to increase efficiency, satisfaction, and customer loyalty.
• Reports and metrics: Evaluate the service performance of each client based on key metrics such as OTIF, Backorders, Incidents, NPS, and order delivery response time.
• Implementation of regional technological tools that allow for the automation of processes, improving service efficiency.

Core skills

• Minimum of 2 years of experience in similar positions.

• Knowledge of customer service and SAC processes.

• Knowledge of commercial operations indicators.

• Intermediate English.

• Advanced Excel.

Education / Experience

• Bachelor's degree in Industrial Engineering, Business Administration, or related fields.

Required Skills:

Adaptability, Clinical Supply Chain Management, Distribution Management, Driving Continuous Improvement, Foreign Trade, Inbound Logistics, Inventory Control Management, Inventory Control System, Logistics Control, Materials Procurement, Performance Metrics, Production Planning, Shared Service Centers, Supply Chain Processes, Vendor Selection

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

Temporary (Fixed Term)

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

08/28/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.