Associate Specialist, Customer Support

Job Description

Role Summary

For over 130 years, we have pioneered groundbreaking science.  Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology.  Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way.

Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence.  Because when it comes to animal health, no one sees it like we do.

The Associate Specialist, Customer Operations Support is an entry-level professional role responsible for supporting established processes across Customer Care, Customer Master, Pricing, and Accounts Receivable/Collections.

Under the guidance of leadership, this role executes defined tasks, assists in issue resolution, maintains data accuracy, and contributes to continuous improvement efforts. The Associate Specialist works within structured workflows across platforms including CC360 (Service Cloud), Genesys, and eCommerce systems, while building foundational knowledge in customer operations, digital tools, and performance metrics.

This role is designed for skill development and progressive responsibility growth, with increasing exposure to cross-functional collaboration, systems, and process improvement initiatives.

Key Responsibilities

Execution & Operational Support

• Maintain deep expertise in end-to-end operational processes across Customer Care, Customer Master Data, Pricing, and AR/Collections, ensuring alignment with broader business objectives.
• Drive continuous improvement by identifying systemic inefficiencies, shaping process standardization, and influencing scalable solutions that enhance performance and customer experience.

Process Adherence & Data Accuracy

• Follow standard operating procedures (SOPs) and ensure compliance with defined processes.
• Maintain and validate customer and operational data to support accurate business execution.
• Identify data inconsistencies and escalate for resolution.

Digital Tools & Knowledge Management Support

• Utilize CC360 (Service Cloud) and Genesys for daily work activities.
• Assist in maintaining:
  • Knowledge articles
  • Training materials
  • Process documentation
• Ensure knowledge content is current, accurate, and accessible.

Cross-Functional Coordination

• Collaborate with internal teams including Customer Care, Finance, Pricing, eCommerce, and Logistics.
• Communicate clearly on task status, issues, and follow-ups.
• Support coordination of activities across teams to ensure timely resolution of routine issues.

Data Tracking & KPI Support

• Assist in tracking and updating predefined KPIs and reports, such as:
  • Customer response times
  • Case resolution metrics
  • Billing accuracy indicators
• Provide basic insights by identifying trends or recurring issues in data.
• Support reporting activities using available tools (e.g., Excel).

Continuous Improvement Participation

• Identify opportunities for minor process improvements or efficiency gains.
• Participate in process improvement initiatives, testing activities, and system updates.
• Support implementation of enhancements under guidance.

Scope & Impact (P1 Clarification)

• Scope: Defined tasks within Customer Operations processes
• Decision-Making: Guided; escalates non-routine issues
• Complexity: Low to moderate; focused on structured workflows
• Impact: Localized to process accuracy, data quality, and team efficiency
• Autonomy: Limited; works under direction with increasing independence over time

Qualifications & Experience

Required

• High School diploma or equivalent, Bachelor’s degree preferred
• 3 years of relevant experience in customer service, operations, or related field
• Strong attention to detail and organizational skills
• Basic problem-solving and analytical capability
• Effective communication and teamwork skills
• Proficiency in Microsoft Excel (basic data handling and reporting)

Preferred

• Exposure to CRM or customer service platforms (e.g., Service Cloud, Genesys)
• Familiarity with customer data, billing, or operational workflows
• Interest in data analytics, KPIs, and process improvement
• Awareness of automation or AI tools as emerging capabilities

Success Profile

• Demonstrates learning agility and curiosity
• Follows processes with consistency and accuracy
• Builds foundational cross-functional relationships
• Communicates clearly and escalates appropriately
• Takes initiative in developing skills and knowledge
• Shows interest in data, systems, and continuous improvement

Required Skills:

Adaptability, Adaptability, CRM Account Management, Cross-Functional Collaboration, Cross-Team Collaboration, Customer Experience Improvement, Customer Relationship Management (CRM) Utilization, Customer Service Management, Customer Support, Data Entry, Digital Platforms, Installation Support, Internet of Things (IoT), Microsoft Excel, Operational Due Diligence, Order Processing, Problem Resolution, Process Adherence, Process Improvement Projects, Process Improvements, Process Standardization, Product Information, Report Preparation, Sales Quotes, Service Scheduling {+ 2 more}

Preferred Skills:

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.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

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

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

The salary range for this role is

$59,100.00 - $93,000.00

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.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

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:

10%

Flexible Work Arrangements:

Remote

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

N/A

Job Posting End Date:

07/20/2026

*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.