Job Description

We are looking for a motivated Customer Service Specialist (CSS) to join our team. This role combines classical customer service responsibilities with a key coordinator function between the Business Service Center (BSC) and the business. The CSS will report directly to the Commercial Lead and collaborate closely with Supply Chain Management, BSC, and other commercial teams.

The role is dynamic and flexible, with activities allocated based on team setup and individual capabilities, ensuring alignment with business needs and customer service objectives.

The CSS role will be performed in compliance with MoH Order No. 761/2015, which governs good practices for wholesale distribution of medicines.

Primary Responsibilities

Customer Service & Coordination:

• Collaborate with internal stakeholders to manage product distribution to customers.
• Monitor customer stock levels and manage product allocations during low availability.
• Manage emergency channels effectively.
• Support product allocation and exception processes (limited stock allocation, expiries, batch approvals).
• Act as key contact between customers, business units, and CSS for OTC activities including order management, collections, billing, dispute/claims management, and returns.
• Cooperate with QA on product complaints, drug recalls/withdrawals, and customer qualification.
• Work cross-functionally with pricing, quality, commercial, finance, regulatory, and other departments.

Order & Billing Management:

• Accountable for product allocations and order approvals or rejections.
• Review and approve sales adjustments, credit/debit requests, and returns.
• Oversee billing governance and coordinate responsibilities with BSC Prague.
• Reconcile billed documents versus estimates and report discrepancies.

Logistics Support:

• Communicate and cooperate with the Hungarian Distribution Center on shipping schedules, delivery tracking, supply, and stock management.
• Coordinate 3PL activities, ensuring accurate data flow and delivery tracking.
• Manage internal data processing related to logistics systems (e.g., COMET, Alloga).

Demand Planning & Reporting:

• Coordinate monthly demand forecast data collection, upload, reconciliation, and reporting in Rapid Response.
• Support end-to-end planning processes from demand planning to final release.
• Facilitate local customer requests, returns, and act as a local point of contact.
• Manage monthly/quarterly sales adjustments and customer credit/debit requests.
• Support month-end accruals and reconciliation processes.
• Assist with clawback payment processing and reporting in cooperation with Market Access and Accounting.
• Manage and reconcile monthly and quarterly management reports related to sales, returns, and payments.

Pricing, Contracts & Product Launch:

• Manage price lists, price conditions, rebate requests, and ensure legal reviews and approvals.
• Facilitate new product launches from a customer service perspective, including communication and system setup.
• Serve as point of contact for Product/SKU Optimization (PSO), consolidating feedback and managing SKU evaluations.
• Ensure audit readiness for all customer service processes.

Required Skills & Competencies

• Several years of experience in customer support, logistics, or financial analysis, preferably in an international environment.
• Good knowledge of SAP and ERP systems.
• Experience with demand planning tools and processes.
• Advanced MS Office skills, especially Excel.
• Familiarity with pharmaceutical industry operations, terms, and practices is a strong advantage.
• Proactive, entrepreneurial, goal-oriented, and hands-on approach.
• Ability to work independently and self-organized.
• Open mindset and flexible work style; comfortable working in flat, non-hierarchical teams.
• Strong collaboration skills with stakeholders across different locations.
• Excellent oral and written communication and interpersonal skills.

Key Competencies:

• Agile mindset
• Adaptability
• Analytical and problem-solving skills

Why Join Us?

• Work in a collaborative, flexible, and supportive environment.
• Opportunity to develop cross-functional expertise in a regulated industry.
• Competitive salary and benefits package.
• Be part of a company committed to quality and customer satisfaction.

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:

Domestic

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Required Skills:

Business Administration, Business Administration, Business Management, Business Planning, Business Service Management (BSM), Business Studies, Business Support Services, Consumer Relations, Customer Experience Management, Customer Satisfaction Surveys, Customer Service, Customer Service Communication, Customer Service Management, Customer-Support, Data Analysis, Field Sales Support, Industrial Maintenance, Management Process, Order Processing, Promotional Activities, Quota Management, Report Preparation, Retail Customer Service, Sales Data Management, Sales Quotes {+ 5 more}

 Preferred Skills:

Job Posting End Date:

08/5/2025

*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.