Verified Job
Telesales / Telemarketing
Customer Service Officer
Telesales / Telemarketing
#782115
Remote / WFH
MSD
Job Description
Full job description
Job Description
Customer Service Officer
Permanent, full-time role with competitive remuneration and benefits
Location: Macquarie Park, Sydney, Australia
Career growth: Expand your expertise in a growing, successful industry
Professional development: Gain valuable experience in a dynamic, evolving role
As a Customer Service team member, you will play a key role in supporting warehouse cut-off times, order processing, consignment tracking, and customer care activities. You will liaise with internal and external customers, third-party logistics providers, and sales teams to ensure timely, accurate, and professional service delivery.
In this role, you will also support order and account administration, produce required documentation, manage returns and credit/debit processes within KPI timelines, and contribute to continuous improvement within the Customer Care function. Training will be provided across ERP, CRM, and related systems.
What You Will Do
Responsibilities include, however not limited to:
Process orders in line with warehouse cut-off times
Track and trace consignments and liaise with third-party logistics providers
Answer phone calls and emails, providing accurate information to internal and external customers
Process free and bonus orders, including creation of new customer accounts
Use ERP, CRM (SAP, MAXX) and other systems to support effective problem-solving within the Customer Care function
Ensure tasks raised by sales representatives in MAXX / CRM are completed in a timely manner.
Maintain AQIS and APVMA licences via government agencies
Create debit and credit notes and process customer returns within KPI timelines
Run reports as required by business units
Provide audit documentation and support internal audits as required
Continuously identify opportunities to improve Customer Care processes and participate in relevant projects
What You Must have
Completion of HSC or relevant tertiary qualifications
Prior solid experience in a related environment
Good knowledge of Microsoft Office Suite and experience with SAP
Strong data entry skills and attention to detail
Excellent communication and organisational skills
Ability to work effectively with other departments in a team environment
Self-starter with initiative and the ability to work with minimal supervision
Ability to make day-to-day decisions within defined procedures and processes
Strong problem-solving skills and ability to collaborate on customer service issues
Agile mindset with the ability to adapt as the business evolves
Professional, friendly, and courteous manner when dealing with internal and external customers
Strong customer focus with the ability to multitask and prioritise
What You Can Expect
Asupportive andcollaborative team environment
Opportunities tobuild capability across customer service, systems, and compliance
Ongoingtraining and development
The chance tocontribute to continuous improvement in atrusted global Animal Health organisation
We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.
Required Skills:
Consumer Relations, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Data Entry, Interpersonal Relationships, Inventory Control System, Order Processing, Product Sales Training, Report Preparation, SAP Enterprise Resource Planning (ERP), SAP Systems, Service Requests, Technical Support
Preferred Skills:
Current Employees applyHERE
Current Contingent Workers applyHERE
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:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Job Posting End Date:
08/12/2026*A job posting is effective until 11:59:59PM on the dayBEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFORE the job posting end date.
Requisition ID: R409722
Job Description
Customer Service Officer
Permanent, full-time role with competitive remuneration and benefits
Location: Macquarie Park, Sydney, Australia
Career growth: Expand your expertise in a growing, successful industry
Professional development: Gain valuable experience in a dynamic, evolving role
As a Customer Service team member, you will play a key role in supporting warehouse cut-off times, order processing, consignment tracking, and customer care activities. You will liaise with internal and external customers, third-party logistics providers, and sales teams to ensure timely, accurate, and professional service delivery.
In this role, you will also support order and account administration, produce required documentation, manage returns and credit/debit processes within KPI timelines, and contribute to continuous improvement within the Customer Care function. Training will be provided across ERP, CRM, and related systems.
What You Will Do
Responsibilities include, however not limited to:
Process orders in line with warehouse cut-off times
Track and trace consignments and liaise with third-party logistics providers
Answer phone calls and emails, providing accurate information to internal and external customers
Process free and bonus orders, including creation of new customer accounts
Use ERP, CRM (SAP, MAXX) and other systems to support effective problem-solving within the Customer Care function
Ensure tasks raised by sales representatives in MAXX / CRM are completed in a timely manner.
Maintain AQIS and APVMA licences via government agencies
Create debit and credit notes and process customer returns within KPI timelines
Run reports as required by business units
Provide audit documentation and support internal audits as required
Continuously identify opportunities to improve Customer Care processes and participate in relevant projects
What You Must have
Completion of HSC or relevant tertiary qualifications
Prior solid experience in a related environment
Good knowledge of Microsoft Office Suite and experience with SAP
Strong data entry skills and attention to detail
Excellent communication and organisational skills
Ability to work effectively with other departments in a team environment
Self-starter with initiative and the ability to work with minimal supervision
Ability to make day-to-day decisions within defined procedures and processes
Strong problem-solving skills and ability to collaborate on customer service issues
Agile mindset with the ability to adapt as the business evolves
Professional, friendly, and courteous manner when dealing with internal and external customers
Strong customer focus with the ability to multitask and prioritise
What You Can Expect
Asupportive andcollaborative team environment
Opportunities tobuild capability across customer service, systems, and compliance
Ongoingtraining and development
The chance tocontribute to continuous improvement in atrusted global Animal Health organisation
We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.
Required Skills:
Consumer Relations, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Data Entry, Interpersonal Relationships, Inventory Control System, Order Processing, Product Sales Training, Report Preparation, SAP Enterprise Resource Planning (ERP), SAP Systems, Service Requests, Technical Support
Preferred Skills:
Current Employees applyHERE
Current Contingent Workers applyHERE
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:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Job Posting End Date:
08/12/2026*A job posting is effective until 11:59:59PM on the dayBEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFORE the job posting end date.
Requisition ID: R409722
