at Merck in Springfield, Illinois, United States
Job Description
Job Description
Job Summary
This position reports to the Associate Director of Direct & Professional in Customer Care for our company’s Animal Health. The customer service team lead position is responsible for providing quality and efficient customer service to customers through direct contact as well as being the first point of contact for escalations. This position will also support the daily functions of the team, especially when the manager is unavailable. The lead position will additionally assist with interviewing, motivating, recognizing, and rewarding; coaching; counseling; training; and problem-solving.
Primary responsibilities
+ This position is responsible for developing customer relationships through leadership with the Account Managers, Sales and responsible for continually driving the service level.
+ Manage employees to expected KPI’s and benchmarking.
+ Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
+ One on one coaching with individual team members.
+ Participation in daily activities to understand requirements and issues & seek process improvements and resolution.
+ Scheduling and planning for department requirements and appropriate phone coverage.
+ Providing training, coordinate problem solving.
+ Communicating and tracking critical component issues.
+ Reviewing current practices and ensuring employees meet or exceed current procedures and techniques.
+ Coordinating SAP training and role responsibilities
+ Responsible for monitoring, reviewing, and improving/maintaining processes and procedures to improve efficiencies while maintaining compliance (Finance and Audit).
+ Maintain compliance with our company’s Animal Health’s terms and conditions of sale, laws, regulations, and policies.
Key Competencies
+ Excellent people management, leadership, coaching, and motivation.
+ Excellent customer awareness and focus
+ 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.
Education Minimum Requirement
+ 4-Year college degree
Key Stakeholders
+ Internal: Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization
Required Qualifications
+ 8+ years of customer care or related experience
+ 5+ years of SAP experience (Order to Cash, Customer Account Data, Orders, Deliveries, Billing, Inventory )
+ Experience in business process improvement techniques
+ Must have a dedicated workspace at home with solid/reliable internet.
Preferred Qualifications
+ Successful candidate must be flexible and have the ability to adapt to a changing environment.
+ Team management experience
+ Animal health industry experience
+ 2+ years of Electronic Data Interchange (EDI) experience
+ Disposition – High level of honesty and integrity
+ Positive can-do philosophy
+ Forward thinking
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 separation package, 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.
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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, 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”.
Under New York State, Colorado State, Washingto
