Job Description

The Customer Support Specialist is responsible for supply chain and logistics functions, which may include, but is not limited to customer master follow-up and control, Sales order registration, management, maintenance and control. Demand planning, supply planning, material procurement, production planning, inventory control, outsourcing, vendor selection, and distribution. The Customer Support Specialist focuses on continuous improvement of the movement of materials through various production processes. The jobholder promotes alignment by understanding and communicating customer needs.

Responsibilities
 

Demand planning:

• Check demand forecast and follow the NSM setup. Supports NSM decisions with system extractions.
• Supply planning & Stock management:
• Monitors the stock level (overstock, low stock, stock coverage, Safety stock settings per UIN) and the expiry dates of the products
• Places fill-up orders to maintain a sufficient stock level of the manually ordered products
• Maintains contacts with production sites
• Performs a verification of the shipping documents for the shipments upon request (uploads the certificates to website, checks POD and invoice, analyzes discrepancy and takes necessary actions)

3PL management:

• Ensures proper communication with the warehouse about customer’s shipment, issuing and forwards them delivery notes
• Stock precision
• Return and refusal follow-up
• Understands and reacts on incident that might happen (under-delivery, over-delivery, damages etc.)
• Checks the invoices received from vendors on monthly base regarding their services and submits the final invoice to the competent manager for approval/payment

Reporting:

• Submits all pre-defined monthly/weekly reports and gives support to all stakeholders upon request (regarding the goods flow, inventory level, overstock, out of stock, lost sales, backorder, obsolete monitoring, etc.)•Manages year-end data submission to Finance (inventory, scrap, FOC, transfer prices, fill up related invoices)
• Customer support:
• Provides necessary information to customers and notifies them regarding any sales related information (out of stock, price list, actual sales information, sales promotions etc.)
• Receives customer orders and provides a full support for booking orders into system\preparation of the shipping documents for the shipment for each customer (allocation checking with NSM)•Sends order confirmation to customer, including out-of-stock and next-availability information
• Sends the signed final invoice to customer by post and or by email.
• Handles customer complaints not related to active ingredients, clarifying the claim and informing CORA, NSM and BU
• Handles full administration of tenders and promotion
• Manages the administration of the partner discounts and rebates (including calculation of returns, paybacks) in line with their annual contracts
• Archives and documents commercial agreements and special deals with wholesalers (including calculation of returns, paybacks)
• Develops customer focus to maximize customers’ satisfaction

System & Other tasks:

• Manage and control Material Master Data included NEW ones and for whole portfolio
• Creates and maintains new customer accounts
• Fulfills any other additional tasks, required by the line managers or LT members
• Establishes, maintains and identifies potential improvements to working practices and procedures to enhance efficiency, cost-effectiveness and productivity
• Identifies opportunities and makes recommendations in order to contribute to the continuous improvement of decisions and processes
• Develops and maintains great communication with the partner departments and also with the 3PL

Special tasks:

• Controls and monitors the customer journey through 3PL systems
• Responsible for the "clear desk" policy application
• Allocation management and order form maintenance
• Designs, implements and monitors CS processes between 3PL
• Manages projects.
• Controls the creation and maintenance of department task list, guide and any other training materials
• Monitors and controls the daily communication related to Customer Service - internal and external

Compliance:

• Ensures that all activities are in line with compliance code of conduct including Vendors management, customer master data management

Qualifications

• Bachelor’s or Master’s degree or any relevant experience
• Previous experience in relevant role at a multinational company
• Excellent command of English, both written and verbal
• Computer literate with advanced skills in MS Office, especially Excel
• SAP knowledge is an advantage
• Strong analytical and priority management skills
• Ability and willingness to keep learning
• A team player, who is able to work autonomously
• Strong communication skills
• Advanced English skills

Competencies

• Working Across Boundaries
• Project Management
• Productive Communication
• Problem Solving

Core SCM Competencies:

• End-to-End Supply Chain
• Relationship Management
• Supply Chain Metrics and Improvement
• Supply Chain Risk and Compliance
• Information Systems Knowledge

Product Supply & Planning Competencies:

• Sales & Operations Planning (S&OP)
• Warehouse Planning & Management
• Third Party/Fourth Party Logistics
• Customer Service & Collaboration

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

04/20/2025

*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.