Customer Support Associate

Job Description

For over 130 years, we have pioneered groundbreaking science. Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology. Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way.

Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence. Because when it comes to animal health, no one sees it like we do.

We are seeking a highly detail-oriented and proactive Customer Service & Order Management Associate to support both internal teams and external customers. This role is heavily focused on order entry, data accuracy, and operational support, while also maintaining a high level of customer interaction.

The ideal candidate thrives in a fast-paced environment, brings strong organizational skills, and leverages technology-including Excel and AI tools-to drive efficiency and accuracy.

Key Responsibilities:

• Accurately process high-volume order entry across systems with a strong focus on data integrity and timeliness
• Review, validate, and maintain order data to ensure accuracy and completeness
• Serve as a primary point of contact for customer inquiries via phone and email, delivering prompt and professional service
• Proactively identify and resolve order discrepancies, delays, or customer concerns
• Partner closely with team to support order management, customer follow-ups, and account needs
• Track and communicate order status, shipment updates, and issue resolution to customers and internal stakeholders
• Utilize spreadsheets, reporting tools, and dashboards to monitor order activity and performance metrics
• Continuously look for opportunities to improve processes, increase efficiency, and enhance the customer experience
• Leverage AI tools (e.g., Copilot, ChatGPT) to streamline workflows, communications, and data tasks

Qualifications & Skills:

• Strong attention to detail with a high level of accuracy in data entry and order processing

• Excellent written and verbal communication skills

• Customer-first mindset with a proven ability to build relationships and resolve issues

• Ability to manage multiple priorities and stay organized in a fast-paced environment

• Self-starter who can work independently with minimal supervision

• Proficiency in Microsoft Office, particularly:

• Excel (intermediate to advanced preferred)

• Outlook and general PC skills

• Experience or familiarity with:

• E-commerce or order management systems (highly preferred)

• Power BI or reporting tools (preferred)

• AI productivity tools (Copilot, ChatGPT) strongly preferred

Required Education & Experience:

• High School Diploma or equivalent required
• 2+ years of customer service, order entry, or data entry experience
• Experience in a high-volume, transactional environment is a plus

What Success Looks Like:

• High accuracy and efficiency in order entry and data management
• Positive customer feedback and strong issue resolution outcomes
• Strong collaboration with sales and cross-functional teams
• Continuous process improvement and effective use of technology tools

#MSJR

The salary range for this role is:

$43,100 - $67,800

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.

Required Skills:

Account Management, Account Management, Call Center Systems, Consumer Relations, Customer Engagement, Customer Feedback, Customer Handling, Customer Service, Customer Service Management, Customer Support, Dashboard Reporting, Data Entry, Email Management, Oral Communications, Order Processing, Performing Administrative Activities, Post-Sales Support, Process Improvements, Quality Standards, Report Preparation, Retail Customer Service, Sales Quotes, Sales Tracking, Service Excellence, Service Metrics {+ 2 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

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:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

08/24/2026

• 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.