Customer Care Specialist (Remote) - Veterans Staffing : Job Details

The Customer Care Specialist is responsible for delivering exceptional customer care while managing the US Customer Escalation Queue. This role involves direct interaction with customers, internal stakeholders, and cross-functional teams to ensure efficient service delivery, process improvement, and inventory management.

Customer Service Billing Escalations

• Provide enthusiastic customer care by efficiently resolving questions and concerns, ensuring each customer is treated with respect and a genuine desire for resolution.
• Act as the first point of contact for escalated customer issues, ensuring timely and knowledgeable responses.
• Resolve billing issues and manage adjustments in accordance with our company's Animal Health policies.
• Maintain compliance with our company's Animal Health's terms and conditions of sale, laws, regulations, and policies.
• Provide backup support for both Customer Care & Customer Ops during peak periods.

Process Management

• Monitor and manage existing processes, ensuring they are followed and updated as necessary.
• Develop and document clear job processes and workflows to enhance operational efficiency.
• Work with cross-functional teams to gather input and feedback on process effectiveness and areas for enhancement.
• Identify areas for process improvement and implement best practices to optimize performance.
• Ensure all processes comply with relevant regulations and organizational policies.

Meeting Coordinator

• Schedule and coordinate regular meetings between Customer Care and AR/Collections teams, ensuring all relevant stakeholders are invited and prepared.
• Develop and distribute meeting agendas in advance, outlining key discussion points, objectives, and expected outcomes.
• Lead meetings, ensuring that discussions remain focused, productive, and on schedule. Encourage participation from all attendees.
• Take detailed notes during meetings, capturing key decisions, action items, and follow-up tasks. Distribute meeting minutes to all participants promptly.
• Monitor the progress of action items and ensure accountability by following up with team members on their responsibilities.

Key Competencies

• Detail-oriented, proactive, and committed to self-improvement.
• Excellent written and verbal communication skills, with a strong customer/client focus.
• Leadership abilities with a high sense of urgency and multitasking skills.
• Proficient in SAP, Service Cloud, Microsoft applications, and eCommerce management tools.
• Strong analytical and problem-solving skills, with technical aptitude for managing eCommerce functionalities.

Required Qualifications

• At least 5 years of customer care or related experience.
• 3+ years of SAP experience.
• Bachelor's degree.
• Experience in business process improvement techniques.
• Must have a dedicated workspace at home with solid/reliable internet.

Salary Range

The salary range for this role is $70,500.00 - $110,900.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits.

You can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

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.

Requisition ID: R361897