Customer Service Officer

3 weeks ago

Macquarie Park, Australia MSD Full time

**Customer Services Associate**
- Permanent full-time role with competitive remuneration and benefits
- Work with a high performing, agile and passionate team within Animal Health

The primary responsibility of the Customer Services Associate is to provide a level of customer service to both internal and external customers that meets company and market expectations.

Of critical importance to the successful execution of this role is the ability to communicate effectively, attention to detail and sound IT experience and the ability to grasp technical product and market information.

The Customer Services Officer sits within the Animal Health organization and reports to the Customer Service Team Leader.

Our company’s Animal Health operate within the pharmaceutical industry, which in Australia is both highly regulated and very competitive. Our success largely depends on our ability to build customer loyalty and optimize the return on customer segments. Success is often dependent on getting new products into the market quickly and reimbursed at a price acceptable to both the marketplace and the organization. Our success also depends on a high level of market penetration and effective management of emerging and existing customers. This requires a high level of coordination between customers, sales and marketing and other internal stakeholders.

**What You Will Do**

**Responsibilities include, however not limited to**:

- Process orders to meet warehouse cut off times.
- Warehouse Duties - Consignment Tracking and Tracing.
- Liaise with third party logistics company
- File orders electronically.
- Answer phones supplying relevant information to both internal and external customers as required.
- Supply information to internal and external customers.
- Accurately document approved forms.
- Reply to mail received from customers.
- Ensure timely entry of new customers / contacts and accurate editing of details as required.
- MAXX/ or CRM tool - Ensure tasks as requested by sales reps are completed and sales reps are notified accordingly.
- Ensure field staff have access to current and accurate customer information
- Maintain AQIS and APVMA licence, via government agencies
- Complete accurate editing of customer details as required.
- Customer Relationship Management.
- Credit approval forms & reconciliation of accounts liaising with internal and external customers.
- Arrange return goods from customer for credit. Process credit.
- Undergo PV training to ensure that you are familiar with the required reporting processes and timelines for Adverse Events and Product Quality complaints
- Ensure that all potential PV and Product Quality Complaint information encountered is reported as per the PV reporting processes and timelines described in your local and global PV/ PQC training

**What You Must Have**
- Completion of HSC or relevant tertiary qualifications. Solid experience in a related environment.
- Good knowledge of Microsoft Office Suite and experience with Inventory Control Software.
- Good data entry skills and eye for detail.
- Excellent communication and organizational skills. Ability to work well with other departments in a team setting.
- Self-starter with initiative who works well with mínimal supervision.
- Ability to make decisions on a day-to-day basis concerning normal activities within defined procedures and processes.
- Professional, friendly and courteous disposition when dealing with internal and external customers.
- Good level and understanding of SAP.
- High level of customer focus & ability to multi-task & prioritise

**What You Can Expect**
- Be critical in integrating your customer service skills for a Global leading organisation.
- Joining a **collaborative **small team of **likeminded individuals**:

- Be **developed and supported** in your role throughout your career
- Excellent remuneration and benefits

**Who we are **

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**What we look for **

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

We are proud to be a company that embraces the value of bringing d

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