Job detail for Customer Service Representative – Animal Health

Job Description

Customer Service Representative – Animal Health

The Customer Service Representative – Animal Health reports to the Associate Director, Logistics and Customer Support. This position provides the key communication link between our customers, sales, marketing, finance, and logistics personnel to ensure optimal service to our total customer base, i.e., external and internal.

This role executes customer service activities, oversees specialized order portfolios, and serves as an operational and technical point of contact for departmental processes, systems, and master data.

:

• Process and validate customer orders, ensuring accuracy in pricing, discounts, shipping details, and special instructions.
• Manage Key Account customers and high-volume distribution partners to meet service level agreements and customer expectations.
• Coordinate order fulfillment for Amazon by processing replenishment requests, reviewing vendor portal reports, and managing billing, debits, and returns.
• Manage the lifecycle of liquid nitrogen (LN) tanks, including issuing waybills, monitoring 3PL documentation, and preparing tracking reports.
• Collaborate with 3PL logistics partners to review delivery delays, ETAs, and shipping constraints to ensure timely deliveries.
• Oversee return merchandise authorizations (RMAs) and resolve customer deduction and credit/debit requests within set timeframes.
• Investigate Electronic Data Interchange (EDI) transaction errors, IDoc failures, and data transmission issues to ensure uninterrupted order processing.
• Participate actively in cross-functional operations meetings, Customer Service team meetings, and internal process troubleshooting sessions.
• Monitor and analyze customer feedback to identify opportunities for improvement and implement necessary corrective actions.
• Develop and maintain strong relationships with key stakeholders to enhance customer satisfaction and loyalty.
• Participate in the development and implementation of customer service policies and procedures.

Skills:

• Ability to process a large volume of information quickly, accurately, and efficiently.
• Excellent knowledge of computer systems and the Microsoft Office suite (Outlook, Excel, and Word).
• Good organizational and time management skills.
• Excellent oral and written communication and interpersonal skills.
• Strong analytical, troubleshooting, and root-cause problem-solving skills.
• Ability to work under pressure, both independently and as part of a team.
• Ability to collaborate effectively with various cross-functional teams.
• Ability to work with minimal supervision in a dynamic environment and manage multiple priorities simultaneously.

Requirements and Qualifications:

• College diploma required; Bachelor's degree considered an asset.
• Minimum of one year of experience in customer service or another relevant professional role.
• Excellent proficiency in Microsoft Excel (including Pivot Tables and VLOOKUPs), with the ability to analyze data, manage large volumes of information, perform reconciliations, and produce accurate reports.
• Strong attention to detail, combined with excellent organizational and time management skills.
• Strong focus on data accuracy and a commitment to providing a high level of customer satisfaction.
• Excellent oral and written communication skills, with a customer-centric approach.
• Ability to manage multiple priorities simultaneously in a dynamic environment while maintaining a high level of accuracy.
• Ability to work independently as well as collaboratively within a team.
• Experience with SAP is considered a strong asset.
• Excellent proficiency in the Microsoft Office suite.
• Strong problem-solving skills and ability to adapt to changing business needs.
• Fluency in French is required.

Preferred Qualifications:

• Experience in the pharmaceutical, healthcare, animal health, or related sectors.
• Previous experience in order management, customer service, sales support, or administrative support.
• Experience handling customer inquiries, managing orders, and maintaining accurate records within a CRM or ERP system.

Ideal Candidate:

The ideal candidate is rigorous and customer-service oriented. They thrive in a dynamic environment, possess advanced Excel skills, enjoy solving operational issues, and know how to effectively coordinate their activities with customers, distribution partners, logistics providers, and internal teams to ensure smooth order processing and an exceptional customer experience.

This job posting is for an existing vacancy.

The anticipated base salary range for this position is $60,800 - $91,200 CAD. At our company, we are firmly committed to providing fair compensation for comparable work and experience, which is a fundamental element of our organizational culture. Individual employee compensation is determined based on several factors, including relevant experience, skills and proficiency, as well as other legitimate factors related to appropriate internal comparators.

We put people at the heart of our priorities. This position is eligible for our discretionary short-term incentive program, which fosters a pay-for-performance culture. Furthermore, our total rewards and benefits programs go beyond traditional plans (medical and retirement) to create a flexible and inclusive workplace that supports employee well-being, development, and long-term success.

We may use artificial intelligence and automated tools to support our recruitment process. These tools are used to support, not replace, human judgment. All hiring decisions are made by our hiring managers.

We are proud to be a company that values the contribution of diverse, talented, and committed individuals. The fastest way to foster innovation is to bring together diverse ideas in an inclusive environment. We encourage our colleagues to respectfully challenge each other's perspectives and solve problems collectively. We are an equal opportunity employer and are committed to fostering an inclusive and diverse workplace.

We encourage applications from all qualified individuals. In accordance with our accommodation policies and applicable provincial and federal accessibility legislation, we are committed to providing reasonable accommodation throughout the recruitment process.

Required Skills:

Account Management, Client Satisfaction, Customer Service, Customer Service Management, Excel Reports, Microsoft Excel, Order Processing, Problem Resolution, Report Preparation, Returns Management, Sales Data Management, Service Requests, Spreadsheet Analysis, Task Management

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

Customer Service Representative – Animal Health

The Customer Service Representative – Animal Health reports to the Associate Director, Logistics and Customer Support. This position provides the key communication link between our customers, sales, marketing, finance, and logistics personnel to ensure optimal service to our total customer base, i.e., external and internal.

This role executes customer service activities, oversees specialized order portfolios, and can serves as an operational and technical person-reference for departmental processes, systems, and master data. Duties include but are not limited to the following:

:

• Process and proof customer orders, ensuring accuracy in pricing, discounts, shipping details, and special instructions.
• Oversee Key Account customers and high-volume distribution partners, ensuring we meet service level agreements and customer expectations.
• Coordinate order fulfillment for Amazon by processing replenishment requests, reviewing vendor portal reports, and managing billing, debits, and returns.
• Take charge of the Liquid Nitrogen (LN) tank lifecycle, including issuing waybills, monitoring 3PL documentation, and compiling tracking reports.
• Collaborate with 3PL logistics partners to review delivery delays, ETAs, and shipping constraints, ensuring timely deliveries.
• Oversee return merchandise authorizations (RMAs) and resolve customer deduction and credit/debit requests within set timeframes.
• Investigate and resolve Electronic Data Interchange (EDI) transaction errors, IDoc failures, and data transmission issues to ensure uninterrupted order processing.
• Participate actively in cross-functional operations meetings, Customer Service team meetings, and internal process troubleshooting sessions.
• Monitor and analyze customer feedback to identify areas for improvement and implement corrective actions.
• Develop and maintain strong relationships with key stakeholders to enhance customer satisfaction and loyalty.
• Assist in the development and implementation of customer service policies and procedures.

Skills:

• Ability to process a large amount of information quickly, accurately and efficiently
• Excellent knowledge of computer systems and Microsoft software (Outlook, Excel, Word)
• Good organizational and time management skills
• Excellent ability to interact and communicate clearly and effectively (oral and written)
• Strong analytical, troubleshooting, and root-cause problem-solving skills.
• Ability to work under pressure, both independently and as part of a team
• Ability to work collaboratively with various cross-functional teams
• Ability to work well with minimal supervision in a fast-paced environment and to manage multiple tasks simultaneously in a dynamic environment

Requirements & Qualifications:

• College Degree required; Bachelor's degree considered an asset.
• Minimum 1 year of customer service experience or other relevant professional work experience.
• Strong proficiency in Microsoft Excel (including Pivot Tables and VLOOKUPs), with the ability to analyze data, manage large datasets, perform reconciliations, and generate reports accurately.
• Excellent attention to detail with strong organizational and time management skills.
• Strong attention to detail with a commitment to maintaining data integrity and customer satisfaction.
• Strong verbal and written communication skills with a customer-focused approach.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy.
• Comfortable working independently as well as collaboratively within a team.
• Experience working with SAP is considered a strong asset.
• Strong Proficiency with Microsoft Office Suite
• Demonstrated problem-solving skills and ability to adapt to changing business needs.
• Fluency in French is required

Preferred Qualifications:

• Experience within the pharmaceutical, healthcare, animal health, or related industry is preferred.
• Previous experience in an order management, customer service, sales support, or administrative support role.
• Experience handling customer inquiries, processing orders, and maintaining accurate records within a CRM or ERP system.

Ideal Candidate:

The ideal candidate is highly detail-oriented and customer-focused. They thrive in a fast-paced environment, possess advanced Excel capabilities, enjoy solving operational challenges, and can effectively coordinate with customers, distribution partners, logistics providers, and internal teams to ensure seamless order fulfillment and exceptional service.

This job posting is for an existing vacancy position .

The anticipated base salary range for this position is $60,800 - $91,200 CAD. At our company, we are firmly committed to provide fair and equitable pay for similar work and experience as a fundamental aspect of our workplace culture. Individual employee salaries will be based on several factors such as relevant experience, skills & proficiency, and/or other bona fide factors relative to appropriate internal comparators.

At our Company, we lead with people. This role includes eligibility to our discretionary short-term-incentive plan which fosters a pay-for-performance culture. Also, our contemporary rewards and benefit programs go beyond traditional medical plans and retirement programs, to create a flexible, inclusive workplace to support employee well-being, development and long-term success.

We may use artificial intelligence and automated tools to support our recruitment process. AI tools are used to support, but not replace, human judgment. All hiring decisions are made by our hiring managers.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

We encourage applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial and federal accessibility legislation, we are committed to providing reasonable accommodation throughout the recruitment process.

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:

10/19/2026

*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.