Job Description

Position Summary:

The Senior Customer Representative plays a key role in managing complex customer interactions, ensuring high service standards, and supporting strategic sales initiatives for the Companion Animals portfolio. This position involves handling escalated issues, mentoring junior representatives, and collaborating with sales and logistics teams to deliver an exceptional customer experience.

Key Responsibilities:

• Customer Relationship Management:

• • Serve as the primary contact for key veterinary accounts and distributors.

  • Build and maintain strong, long-term relationships to drive loyalty and growth.

• Order Management & Escalations:

• • Oversee accurate order processing and resolve complex issues promptly.

  • Act as escalation point for critical customer concerns and complaints.

• Sales Support & Coordination:

• • Collaborate with sales teams to ensure smooth execution of promotions and campaigns.

  • Provide insights on customer trends and feedback to support business decisions.

• Mentorship & Training:

Guide and support junior customer representatives in handling inquiries and processes.

• Share best practices and assist in onboarding new team members.

• Reporting & Analysis:

• • Maintain detailed records in CRM systems and prepare performance reports.

  • Analyze customer data to identify opportunities for improvement and growth.

Qualifications & Requirements:

• Bachelor’s degree in veterinary science.

• Preferred 2 - 3 years of experience in customer service or sales support, preferably in companion animal health field.

• Strong communication, problem-solving, and leadership skills.

• Ability to manage complex tasks and work under pressure.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and CRM tools.

• Knowledge of veterinary market and products is a strong advantage.

Key Competencies:

• Customer Focus

• Leadership & Mentoring

• Problem-Solving

• Communication Skills

• Analytical Thinking

Required Skills:

Account Management, Adaptability, Customer Experience Management, Industry Knowledge, Product Knowledge, Sales Presentations, Sales Reporting, Technical Product Sales

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:

12/16/2025

*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.