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Job Details

Merck & Co, Inc

Customer Care Representative

Customer Service

Customer Care Representative


Omaha, Nebraska, United States

Job Description

Job Description:

This position will report to the Associate Director for Channel Partners and Master Distributors within the Customer Care Organization. This Customer Care Rep will be responsible for ensuring customer service needs are met in the organization, coordinates order management activities, and engages with other areas of our company's Animal Health to address and manage business and processes.

This individual will be required to work collaboratively with Complex Support teams, PV, BSC, Account Management, Ecommerce & IT support.

Primary Responsibilities:

  • Provide enthusiastic, holistic customer service through efficient and effective resolution of questions and concerns, while servicing each customer with respect and a genuine desire to help

Offer customer service coverage for our company's products, i.e.

  • Take and process phone and EDI orders

  • Utilize SAP and ability to navigate systems

  • Identify and resolve key customer logistics issues

  • Address customer inquiries & product support, and identify and provide additional features and services offers

  • Build sustainable relationships through effective account management

  • Identify cross/upselling opportunities

  • Utilize account management tools to document service for future account reference

  • Resolve small billing issues and appropriately disburse adjustments in line with our company's policy

  • Allocate inventory to customers if shortages exist pre-SAP

  • Act as a liaison between customers and internal organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.

Work with businesses / BUs and end customers to ensure customer service needs are met

  • Deliver against key customer service targets

  • Liaison with supply chain, marketing, and other units to ensure needs are met

  • Drive collaboration & partnership with businesses / BUs

  • Embody elements of high-performing culture: focused, accountable, opportunistic, and engaged

  • Seek to deliver maximum value creation from org whole and ensure collaborative results with our company

  • Ability to work in a team environment

  • Collaborate with Accounts Receivable counterpart

  • Ensure that customers receive a high level of customer service while maintaining compliance to our company’s terms and conditions of sale, laws, regulations and policies.

Key Stakeholders

  • Internal – Business Ops, IT, Channel Partners and Master Distributors Team and Business functions across organization

  • External – Channel Partners

Required Qualifications:

  • 2-3 years customer care experience in an office setting.

  • Knowledge of SAP, particularly the Order to Cash components.

  • Omaha, NE or surrounding area with strong/reliable internet.

Preferred Qualification:

  • Bachelor’s Degree.

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving 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 difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.


In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.


Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

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.

Residents of Colorado:

Click here to request this role’s pay range.

Learn more about your rights, including under California, Colorado and other US State Acts

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:



No relocation

VISA Sponsorship:


Travel Requirements:

Flexible Work Arrangements:



1st - Day

Valid Driving License:

Hazardous Material(s):

Requisition ID:R231153