Job Description

This position is responsible for supporting the Animal Health Head (Country Director) and cross-functional stakeholders in day-to-day business operations, customer service, order coordination, and process improvement. The role serves as a key contact point between customers, commercial teams, supply chain, finance, and other internal functions to ensure timely response to enquiries, accurate order and transaction processing, effective issue resolution, and high-quality customer experience. The position also supports documentation, reporting, SOP administration, and continuous improvement initiatives to strengthen service efficiency and operational excellence.

Operational Support:

• Support the Animal Health leadership team in coordinating daily business operations, execution of strategic priorities, and follow-up of key operational actions across functions.

• Manage and support SOP administration, documentation, periodic review, and updates to ensure operational processes remain current, compliant, and aligned with business and policy requirements.

• Monitor operational processes, identify workflow gaps, risks, or inefficiencies, and proactively escalate improvement opportunities to relevant stakeholders including Regulatory Affairs, Sales, Marketing, Account Management, Compliance, Finance, Supply Chain, and other functions.

• Coordinate with Sales Team, Finance, and regional Sales Force Effectiveness subject matter experts to support implementation, administration, performance tracking, monitoring, and reporting of sales force effectiveness systems and related business tools.

• Support adoption and administration of standard systems, tools, and service channels to improve operational efficiency, data quality, user compliance, and consistency of execution.

• Prepare, consolidate, and maintain operational reports, trackers, dashboards, and documentation required for leadership reviews, business monitoring, project updates, and decision-making.

• Coordinate cross-functional communication, meeting follow-ups, action tracking, and operational issue resolution to ensure timely delivery of business requirements and service commitments.

• Maintain strong attention to accuracy, compliance, confidentiality, and continuous improvement in all operational activities and stakeholder interactions.

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Project Management

• Support monitoring and tracking of key projects and priorities to ensure delivery and outcomes are achieved

• Bringing external best practice and perspectives into the organization

• Act as Animal health culture engagement champion to actively involve in cross function activities (HH & AH)

Customer Service support:

• Respond to customer enquiries related to products, services, order status, delivery, billing, and company processes in a timely, accurate, and professional manner.

• Handle customer complaints and service issues with active listening, empathy, and ownership; coordinate with relevant internal teams to investigate root causes, provide solutions, and ensure proper follow-up until closure.

• Process and coordinate customer transactions including order placement, billing support, payment documentation, invoices, purchase orders, returns, and related administrative requirements with accuracy and compliance.

• Maintain complete and accurate customer interaction records, complaints, actions taken, and follow-up status in the relevant CRM, tracking system, or internal documentation platform.

• Collaborate closely with Sales, Supply Chain, Finance, Regulatory Affairs, Marketing, Technical, and other cross-functional teams to ensure seamless customer support and timely resolution of operational matters.

• Monitor recurring customer issues, service gaps, and process inefficiencies; provide feedback and improvement recommendations to enhance customer experience, SOP effectiveness, and operational performance.

• Identify appropriate opportunities to support customer needs through relevant product or service information, while ensuring alignment with business policies, compliance requirements, and customer value.

• Maintain a high degree of confidentiality, professionalism, and compliance in handling customer, business, and internal company information.

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Required Skills:

Account Management, Account Management, Business Operations, Business Systems, Complaint Management, Consumer Complaint, Consumer Financing, Cross-Functional Communications, Customer Satisfaction Surveys, Customer Service, Data Entry, Insurance Claim Handling, Interpersonal Relationships, Operational Excellence, Order Processing, Problem Resolution, Product Sales Training, Project Management Tracking, Promotional Activities, Regulatory Affairs Compliance, Report Preparation, Sales Data Management, Sales Force Effectiveness, Sales Quotes, Sales Tracking {+ 2 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

08/28/2026

*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.