Job detail for Customer Service Officer

Job Description

Do you want to make a difference for customers every day while contributing to animal health? As a Customer Service Officer, you are the connecting link between our customers, commercial teams, and supply chain.

Welcome to our team

Animal Health Benelux is responsible for the marketing, sales, distribution, and service of our Animal Health products in the Netherlands and Belgium. The organization is divided into three Business Units: Intensive Livestock (pigs and poultry), Ruminants (cattle), and Companion Animals.

Within these Business Units, marketers, veterinarians (Technical Managers), and Account Managers work closely together to provide optimal support to our customers.

Our team is responsible for order management, demand planning, price management, distribution, and customer service within the Benelux. We ensure that products are delivered to our customers on time and correctly, that orders are processed accurately, and that invoices are prepared correctly. In doing so, we make an important contribution to reliable service and high customer satisfaction.

About the role

As a Customer Service Officer within Customer & Business Support (C&BS, Commercial Operations), you are responsible for daily operations regarding customer contact, order management, and accounts receivable management. You are the first point of contact for customers in the Netherlands and also act as a backup for Belgium and Luxembourg. You ensure professional, accurate, and service-oriented handling of orders, questions, complaints, and requests.

In this role, you work closely with Account Management, Marketing, Supply Chain, and other internal stakeholders. You make an important contribution to strengthening customer relationships, ensuring high customer satisfaction, and continuously improving the customer experience. In addition, we expect you to actively contribute ideas for improvements in processes and services, so that we as a department can continue to grow and further develop into a strong and future-proof Customer Service organization within the Benelux.

Tasks and include

• Processing customer orders received via eShop, email, and phone, and ensuring correct and timely processing in SAP Atlas and MAXX CRM (Salesforce).

• Answering customer questions about products, prices, availability, and the eShop, and independently resolving or coordinating logistical and administrative issues.

• Maintaining daily contact with customers and working closely with Account Management, Marketing, Supply Chain, and our logistics service provider (3PL) to ensure an optimal customer experience, a reliable supply chain, and a high service level. You coordinate customer queries, order processing, and logistics processes with internal and external stakeholders and contribute to efficient collaboration throughout the entire supply chain.

• Performing after-sales activities, such as calling campaigns, product introductions, customer follow-ups, and CRM registrations, to support commercial objectives and customer satisfaction.

• Ensuring correct administration, including managing customer data, supporting SOX compliance activities, and coordinating promotional campaigns and agreements.

• Actively contributing to the further of Customer Service by proposing improvements, optimizing processes, and helping to build the development of the department within the Benelux organization.

Your profile

• Completed MBO-4 education.

• You have a strong customer- and service-oriented attitude and experience in a customer service environment. Experience with commercial activities, such as cross-selling and upselling, is a plus.

• Affinity with systems such as SAP, ERP, and CRM. Experience with order management and invoicing processes is a plus.

• Strong communication skills and the ability to work effectively with customers and various internal stakeholders.

• You work accurately, are flexible and stress-resistant, and know how to set priorities in a dynamic environment.

• You have a proactive attitude, a strong sense of responsibility, and the drive to continuously improve and help build the further development of the department.

• Good command of the Dutch and English language, both orally and in writing. Knowledge of French is a plus.

• You are a team player, but can also take responsibility and make decisions independently.

We offer

Working at our organization means working together on health in an international work environment with dedicated colleagues. You get plenty of room to develop yourself and show who you are. Furthermore, you can count on attractive employment conditions, such as:

• Competitive salary depending on your knowledge and experience.
• 3% end-of-year allowance and an annual bonus based on individual and company results.
• At least 35.5 vacation days.
• Travel allowance and a solid pension scheme.
• A high-quality company restaurant with fresh and healthy options daily.
• Excellent accessibility: the train station is right at our main entrance and there is ample parking.
• A contribution to your personal sports subscription to support your vitality.
• A beautiful private park on the premises, ideal for a walk, break, or moment of relaxation.
• Mental well-being support via Lyra Health for you and your family members.
• Access to a separate prayer/meditation room.
• Extensive growth opportunities thanks to the size of the site and the presence of many disciplines and global departments represented in Boxmeer.

Animal Health

Our Animal Health division is a trusted global leader in veterinary medicine, dedicated to preserving and improving the health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive impact in animal care and the world's food supply, and we have a deep sense of responsibility to our customers, consumers, animals, society, and our planet. Through our commitment to The Science of Healthier Animals®, we provide veterinarians, farmers, pet owners, and governments with one of the widest ranges of veterinary medicines, vaccines, and health management solutions and services, as well as an extensive offering of digitally connected identification, traceability, and monitoring products. We invest in dynamic and extensive R&D resources and a modern, global supply chain. We are active in more than 50 countries, while our products are available in approximately 150 markets.

Do you have questions about this vacancy?

Send your question along with the vacancy number and the title of the vacancy to this email address: RecruitmentNL@MSD.com. You can only apply via the website.

Required Skills:

Business Sales, Customer Order Fulfillment, Customer Relationships, Customer Service, Data Entry, Office Applications, Organizing, Process Improvements, Project Management

Preferred Skills:

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:

Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

10/23/2026

*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.