Customer Support Specialist

Job Description

Position overview:

A Customer Support Specialist provides customer support by assisting with sales processes. They help resolve sales-related issues, enter new orders, track orders, investigate shipping issues, and manage customer accounts. They use technical expertise in products and processes to achieve results and build long-term relationships with clients.

To provide best-in-class support, the Sales Support Specialist has extensive knowledge of identification portfolio regulations and serves as a process expert for Agriculture and Modernization Agency. A Customer Support Specialist assists clients through each step of the sales process, helping them resolve any concerns or questions while efficiently processing, tracking, and shipping orders. They have extensive knowledge of the product portfolio and act as a trusted advisor to clients regarding product variations.

The specialist also responds to customer complaints and inquiries. They work closely with customers, sales, and marketing teams, providing professional support and interacting with internal and external customers to process orders in the most efficient way. They provide telephone support and online support via email. In addition, the customer support professional supports production by answering questions and ensuring that all information has been handed over. They issue sales documents, provide price calculations, and prepare sample forms.

Interaction with external customers:

• Process received orders in a timely manner to ensure customer satisfaction, checking their accuracy and sending them in the appropriate format.

• Build long-term relationships with clients.

• Interpret customer needs.

• Use technical expertise regarding products and processes to achieve results.

• Innovate with new product printing and create new product combinations that address customer needs.

• Address any future client requirements.

• Apply knowledge and experience in customer support to create a positive customer experience.

• Maintain and update pricelists, and create new ones as needed.

• Review pending orders and specific customer requests to ensure excellent customer service.

• Provide e-commerce support and fundamental business knowledge of identification legislation.

• Contribute to the team’s achievements and add value to team goals.

• Prepare offers and handle non-standard client requests.

• Issue sales documents, including invoicing, export documents, and customer clearance documents.

• Prepare inquiries, including potential product proposals.

• Maintain direct contact with local customers.

Required Skills:

CRM Account Management, Customer Relationship Management (CRM), Customer Service Management, Customer Support, Order Processing, Problem Resolution, Sales Quotes, Service Excellence, Service Scheduling, Work Order Management

Preferred Skills:

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):

Job Posting End Date:

07/27/2026

*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.