Customer Excellence Specialist (m/f), Molsheim

Our passion for science and technology drives our approximately 62,000 employees in 65 countries to address some of today’s toughest challenges and develop more sustainable ways of living.

In our rapidly changing and uncertain world, factors such as an aging population, chronic diseases, AI, climate change, and other megatrends have created an appetite for scientific breakthroughs that can make a positive difference across our global society. The pace of change will increase over coming decades as technologies evolve and converge in ways that fundamentally transform how we live and work. For us at Merck, change is not a threat but an opportunity as we have proven for over more than 350 years.

Your role

• In this role you will be dealing with requests regarding our Life Science, Process Solutions Portfolio. You are the entry point for the first level commercial and regulatory questions from our internal and external clients in your dedicated area of responsibility by mail, phone or fax.
• You act as an interface between the sales organization in the field, supply chain, regulatory affairs, marketing and all other interfering interfaces. You continuously support the sales representatives in their daily activities in order to meet the sales objectives.
• You deal with all quotation requests in close collaboration with the sales representative.
• You handle requests for all types of commercial documents intended for our customers, such as brochures, sample requests, literature, product datasheets etc…
• You are the first level support for all regulatory questions.
• You manage customer accounts and interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
• You enforce our price policy and develop special prices for a specific category of clients.
• You answer the phone, take product orders, check inventory availability or status of shipment, verify customer pricing, prepare and process customer return goods for credit and/or replacement.
• You handle and resolve customer complaints. You escalate requests and unresolved issues to the designated resource.
• You file records of customer interactions and transactions.

Limited-term contract, until the end of November 2024.

Please submit your application in English (resume + cover letter).

Profile

• Master’s Degree with 1-3 years of working in Customer Service or Sales Support
• Fluent German and English
• A positive outlook on dealing with our important customers, driven by great sensibility for customer satisfaction
• Strong verbal and written communication skills
• Quick understanding, self-initiative and reliable working attitude
• Creative, curious, goal oriented and open personality
• At ease with tools and systems: Microsoft Office, Outlook, SFDC, SAP