Customer Service Officer

Job Description

Customer Service Officer

• 1-Year Fixed Term, full-time, with competitive remuneration and benefits
• Location: NZ, Wellington - Upper Hutt
• Career growth: Expand your expertise in a thriving, successful industry alongside a supportive and dynamic team
• Professional development: Gain valuable experience in a fast-paced, evolving role

The primary responsibility of the Customer Service Officer is to deliver exceptional customer service to both internal and external customers, consistently meeting company and customer expectations.

Success in this role hinges on effective communication, strong attention to detail, solid IT skills, and the ability to quickly understand technical product and market information.

You will be part of the Animal Health organisation, reporting directly to the Customer Service Team Leader.

Our Animal Health company operates within the pharmaceutical industry, which is highly regulated and fiercely competitive. Our success depends on building strong customer loyalty and maximising returns across customer segments. This includes rapidly introducing new products to market and securing reimbursement at prices acceptable to both the market and our organisation. Achieving high market penetration and managing both emerging and existing customers effectively requires close coordination between customers, sales, marketing, and other internal teams.

What You Will Do

Your responsibilities include, but are not limited to:

• Managing customer queries via email and phone promptly and professionally
• Processing orders efficiently to meet expected dispatch timelines
• Developing a strong understanding of our product range, including Biopharma, Identification, and Technology
• Taking appropriate actions with consideration for downstream impacts on multiple systems and stakeholders, including customers
• Mastering ERP (SAP/KIWIFLEX), CRM (MAXX), and other systems to effectively resolve customer service issues
• Supporting assigned customers and affiliates to meet order requirements, escalating issues when necessary
• Managing daily tasks in line with SOPs while adhering to regulatory and compliance standards
• Collaborating daily with customers, operations, finance, sales, and warehouse teams, including liaising with internal and third-party warehouses
• Handling customer disputes originating from customers, service desk, and field staff
• Creating debit/credit notes and processing customer returns within KPI timelines
• Providing regular audit documentation and participating in internal audits as required
• Continuously identifying opportunities to improve Customer Care and contributing to relevant projects

What You Must Have

• Prior experience in a related customer service environment
• Previous customer service experience, ideally within pharmaceutical or FMCG sectors
• Proficiency in Microsoft Office Suite and experience with SAP
• Understanding of database management applications and quality systems is desirable
• Excellent communication, organisational, and collaboration skills to work effectively across teams
• Self-motivated with the ability to work independently with minimal supervision
• Sound decision-making skills for day-to-day activities within defined procedures and processes
• Strong problem-solving skills and a collaborative approach to resolving customer service issues
• Agile mindset with the ability to adapt as our business evolves
• Ability to multitask and manage time efficiently

What You Can Expect

• Autonomy in your role, supported by a trusted, global leader in Animal Health
• Opportunities to upskill and develop professionally
• Flexibility and pathways to explore new opportunities and skillsets
• Being part of a collaborative team of like-minded professionals

What You Can Expect

• Work autonomously whilst being supported, encouraged and being part of a trusted Global leading Animal Health organisation
• Exposure to upskill and develop in your role
• Flexibility and opening doors to other opportunities and skillsets
• Joining a collaborative team of likeminded individuals

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.

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:

Temporary (Fixed Term)

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

CRM Account Management, Customer Communications, Customer Relationship Management (CRM), Customer Service, Customer-Support, Customer Value Management, Order Processing, Sales Data Management, Sales Support, SAP Enterprise Resource Planning (ERP), Technical Documentation Management

Preferred Skills:

Job Posting End Date:

08/14/2025

• 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.
  

Requisition ID:R358013