Customer Solutions Team Leader

The primary responsibility of the Customer Solutions Team Leader is to guide, monitor and lead the Customer Solutions Team ANZ, to achieve their goals and identified business outcomes and importantly to provide first class customer support and solutions to our customers and stakeholders for the companion animal parasiticides, vaccines, therapeutics and Surepet Care (SPC) portfolios.

Representation of the company and its interests to the companion animal industry is a key part of the role and requires regular contact with global SPC customer service, key influencers and customers.

The Customer Solutions Team Leader leads the Customer Solutions team within the Companion Animal Business Unit ANZ and reports to the Technical Services Lead ANZ - Companion Animal.

**WHAT YOU WILL DO**

Your responsibilities will include, but are not limited to:
**Team Leadership**
- Lead the Customer Solutions Team to deliver on identified individual and business priorities.
- Liaise with global SPC contact for trainings, support, escalation handling and localization of global processes.
- Conduct regular performance reviews and lead the giving and receiving of feedback to achieve best performance outcomes.
- Develop and regularly review responsibilities for each team member.
- Implement routine training and coaching processes to maximise customer service expertise.
- Build team business and technical acumen to maximise customer interactions and outcomes.
- Contribute to the growth of the company through leading a successful team.
- Create a collaborative and pleasant working environment that inspires the team.

**Technical Customer Service to Veterinarians / Veterinary and pet store staff/ Consumers**
- Lead the Customer Solutions Team ANZ in providing technical advice to veterinarians, veterinary clinic and pet retail staff, and consumers on company products.
- Work with the Global SPC team to provide or source information for the team necessary to answer enquiries regarding the company products.
- Reply to mail, online and social media enquiries received from customers and consumers.
- Communicate with customers to help resolve issues with our products and report and escalate where appropriate.
- Initiate product quality testing procedures when applicable.
- Arrange sending of replacement stock/processing refunds for consumers.
- Use of all SPC & our Company’s online systems to support customer service provision, including Salesforce CRM, phone systems (call centre technology), SAP Business One, e-commerce and Atlas.
- Work with fulfilment centres to ensure smooth provision of customer service.

**WHAT YOU MUST HAVE**

To be successful in this role, you will have:

- Completion of HSC or relevant tertiary qualifications.
- Minimum 4 years work experience in a leadership and/or related environment.
- Good knowledge of Microsoft Office Suite and knowledge of SalesForce or other CRM systems
- Knowledge of companion animal medicine and technology, especially connected products and IoT (Internet of Things), is desirable.
- Additional customer service qualifications are desirable.

Our Animal Health Division is the global animal health business unit of our company dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest extensively in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

**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 diverse, talented, and committed people tog