Customer Service Officer

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

• A supportive and collaborative team environment
• Opportunities to build capability across customer service, systems, and compliance
• Ongoing training and development
• The chance to contribute to continuous improvement in a trusted 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 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:

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 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.

Requisition ID:R409722