Job Description The Customer Service Specialist manages key supply chain and logistics functions to ensure smooth movement of materials and high customer satisfaction. Responsibilities include demand and supply planning, inventory control, order management, 3PL coordination, customer support, system data maintenance, reporting and continuous process improvement. The role requires strong communication, analytical skills and the ability to work across departments to align customer needs with operational activities. Key responsibilities: Demand planning Review demand forecasts and follow established NSM (nation/state management) guidelines. Support NSM decision-making with accurate system data extracts. Supply planning & stock management Monitor stock levels (overstock, low stock, coverage and safety stock settings per UIN) and product expiry dates. Place fill-up orders for manually ordered products to maintain sufficient stock. Maintain regular contact with production sites. Verify shipping documents upon request (upload certificates, check POD and invoices), analyze discrepancies and initiate corrective actions. 3PL management & warehouse coordination Communicate with third‑party warehouse partners on customer shipments and forward delivery notes. Support stock accuracy, returns and refusal follow-up. Respond to incidents (under-delivery, over-delivery, damages) and follow through to resolution. Review vendor invoices for logistics services monthly and submit for approval/payment. Reporting & finance interactions Submit predefined weekly/monthly reports and provide ad-hoc support to stakeholders regarding goods flow, inventory levels, overstock, out-of-stock situations, lost sales, backorders and obsolete items. Manage year-end data submissions to Finance (inventory, scrap, FOC, transfer prices, fill-up related invoices). Customer support & order management Provide customers with sales-related information (availability, price lists, promotions). Receive and book customer orders into the system; prepare shipping documents and coordinate allocations with NSM. Send order confirmations and communicate out-of-stock and next-availability details. Dispatch signed final invoices by post and/or email. Handle customer complaints not related to active ingredients, escalating and informing CORA, NSM and BU as needed. Administer tenders, promotions, partner discounts and rebates (including calculations for returns and paybacks). Archive and document commercial agreements and special deals with wholesalers. Systems, data & process improvement Create and maintain material master data across the portfolio, including new entries. Create and maintain customer accounts. Identify and implement improvements to working practices and procedures to increase efficiency, cost-effectiveness and productivity. Develop and maintain strong communication with internal partner departments and 3PL providers. Contribute to continuous improvement initiatives and recommend process or decision enhancements. Special tasks & project work Monitor and control the customer journey through company and 3PL systems. Apply and oversee "clear desk" policy where relevant. Manage allocations and order form maintenance. Design, implement and monitor customer service processes between internal teams and 3PL partners. Lead or contribute to projects and maintain department task lists, guides and training materials. Monitor daily internal and external Customer Service communications. Compliance Ensure all activities comply with applicable regulations and the organization’s code of conduct, including vendor management and customer master data governance. Qualifications & skills: Bachelor’s or Master’s degree (or equivalent relevant experience). Previous experience in a similar role, preferably within a multinational environment. Excellent English communication skills, both written and verbal. Advanced MS Office skills, particularly Excel. SAP experience is an advantage. Strong analytical skills and ability to prioritise tasks. Proactive learner with a continuous improvement mindset. Able to work independently and collaboratively within cross-functional teams. Strong interpersonal and communication abilities. Competencies: Working Across Boundaries — Applying Project Management — Applying Productive Communication — Advanced Problem Solving — Advanced Core supply chain competencies: End-to-End Supply Chain — Applying Relationship Management — Applying Supply Chain Metrics & Improvement — Applying Supply Chain Risk & Compliance — Applying Information Systems Knowledge — Applying Product supply & planning: Sales & Operations Planning (S&OP) — Applying Integrated logistics & customer management: Warehouse Planning & Management — Applying Third-Party/Fourth-Party Logistics — Applying Customer Service & Collaboration — Applying Other: English — Advanced Required Skills: Customer Experience Management, Customer Service, Microsoft Office, Order Processing, Problem Resolution, Report Preparation, Service Requests, Technical Support 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: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: No Travel Required Flexible Work Arrangements: Hybrid Shift: Not Indicated Valid Driving License: No Hazardous Material(s): n/a Job Posting End Date: 03/20/2026 *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. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
