Job Description

Pay: $25.00 per hour

THIS IS A CONTRACT TO HIRE OPPORTUNITY!

Job Title: Customer Excellence Care Specialist

Location: Hybrid role, training onsite (first few days onsite, then hybrid schedule)

Hours: M-F 8:00am - 4:30pm EST during training (6 weeks)

M-F 9:30am - 6:00pm EST regular schedule

**Must have strong Wi-Fi connection when working remotely***

At MilliporeSigma, they are at the forefront of life sciences, working tirelessly to tackle the

industry's toughest challenges. By collaborating with the global scientific community, they strive to enhance health access worldwide. Their mission is clear: to equip scientists and engineers with

top-notch lab materials, technologies, and services, making research and biotech production

simpler, faster, and more successful. With a dedication to shaping the future of drug development, they’re with our customers every step of the way, pioneering tomorrow's possibilities.

Job Responsibilities:

A Customer Excellence Specialist is a professional who works directly with customers to handle their inquiries, complaints, and issues. They are responsible for answering customer questions, resolving customer concerns, and providing an exceptional customer experience. The Customer Specialist would work directly with customers, both internal and external, and would be responsible for handling inquiries related to orders, deliveries, products, and services

Order Management & Customer Relationship Management:

• Executes Lead-to-Cash transaction processing (support Sales for quotation, sales order process, and after sales service incl. customer complaint) by following the SOP and Work Instruction provided
• Conducts blocked and backorder analysis on regular basis, as well as supports OTIF delivery
• Takes ownership and ensures high customer service level and process consistency
• Meets all defined KPIs to support Organization scorecard

Operational Excellence:

• Proactively identify areas for continuous process improvement and implement the change. Be the change advocate.
• Supports to promote and educate customers on using Merck website digital offerings (E-shop, E-Procurement, Retrieve documentation)
• Supports internal & external Audit documentation - Maintain full compliance to reduce company risk / Audit queries
• Maintains relationships with Internal & External customers such as SCM, Distribution, Collection, Tech Service and Sales for smooth running of daily operations and implements effective resolution when needed

Personal Development

• Motivated, Organized, and Meticulous with ability to multi-task to prioritize incoming issues at own area of responsibility
• Participates in coaching/training schedules for job related ERP/CRM/Application training including soft skill trainings, and other company driven training in consultation with line manager/HRBP for personal development

Who you are:

• Experience working in a customer/client facing role
• High School Diploma or GED. Some college or currently enrolled in college classes is nice to have.

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons.

We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

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