Customer Service Specialist - French/English Speaking
Merck KGaA, Darmstadt, Germany · Washington, District Of Columbia, US
Core Responsibilities Inquiry Management Resolve complex customer inquiries, order discrepancies, and service issues with accuracy and professionalism. Escal...
Job description
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 maintain accurate customer account information within CRM and ERP systems. Compliance & Quality: Support adherence to internal standards, including ISO certifications and Sarbanes-Oxley (SOX) controls. Position Requirements: Education & Core Experience: - Required: Minimum of 2–3 years of customer service experience. - Education: High school diploma or equivalent required (associate degree or higher is preferrer) - Languages: Advanced proficiency in English is required (written and ver...