Customer Service Specialist
Merck KGaA, Darmstadt, Germany · Washington, District Of Columbia, US
Role Overview The Customer Service Specialist plays a pivotal role in delivering professional support while managing complex customer interactions and operat...
Job description
Role Overview The Customer Service Specialist plays a pivotal role in delivering professional support while managing complex customer interactions and operational tasks. This position requires strong multitasking and problem-solving skills to ensure seamless order processing and high levels of customer satisfaction. In addition to daily operations, you will contribute to continuous improvement efforts and serve as a technical resource within the customer service team. Core Responsibilities: - Inquiry Management: Resolve complex customer inquiries, order discrepancies, and service issues with accuracy and professionalism. - Escalation Handling: Take ownership of escalated requests, ensuring timely solutions that align with company policies and values. - System Operations: Process and review orders, quotations, and documentation across multiple sales channels using Oracle, SAP, and Salesforce . - Cross-Functional Collaboration: Partner with Sales, Technical Service, Finance, and Distribution to resolve shipment and account-related issues. - Team Support: Share knowledge and provide guidance on procedures to assist team members with challenging cases. - Data Integrity: Monitor and mai...