Customer Service Representative

JobsCloseBy Editorial Insights

Merck Group is seeking a full‑time onsite Customer Service Representative in San Jose, CA to ensure accurate transaction processing, timely inquiry resolution, and efficient order management across sales channels. The role requires 1+ year of customer service, a high school diploma, advanced English (C1/C2), and proficiency with PC apps; Oracle, SAP or Salesforce experience is a plus. You’ll collaborate with Technical Service, Finance, and Distribution while upholding ISO and SOX controls. This is a growth minded position ideal for someone who learns quickly and communicates clearly. To apply, tailor your resume to highlight order management, problem solving, system savvy, reliability, and teamwork, and show how you embody Merck’s inclusive, innovative culture.

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Role Overview

The Customer Service Representative is responsible for delivering professional support by ensuring every transaction is processed accurately and in alignment with company guidelines and customer specifications. This role requires a versatile individual capable of mastering multiple skill sets and maintaining clear, effective communication.

This position offers opportunities for professional growth for individuals who demonstrate a commitment to excellence and the ability to take on increasing levels of responsibility.

Core Responsibilities

• Transaction Accuracy: Execute well-structured and accurate work, taking full ownership of customer interactions to ensure high-quality service.
• Inquiry Resolution: Respond to customer inquiries and resolve issues with competence, speed, and professionalism.
• Order Management: Efficiently enter internal and external customer orders and quotations across all sales channels.
• Problem Solving: Research and resolve situations related to orders, shipments, lost or damaged goods, and credit/rebill requests.
• System Maintenance: Utilize Oracle, SAP, Salesforce, and other internal applications to manage customer data and follow departmental procedures.
• Sales Support: Assist sales representatives with order placement, status updates, and customer complaint resolution.
• Cross-Functional Interface: Collaborate with Technical Service, Finance, and Distribution to ensure seamless business operations.
• Compliance: Adhere to ISO Certification standards, Sarbanes-Oxley controls, and participate in service-related audits as required.

Position Requirements

Education & Core Experience

• Required: Minimum of 1+ years of customer service experience.
• Required: High School diploma or equivalent.
• Languages: Advanced proficiency in English is required (written and verbal). Min. C1, C2+ preferred 

Technical Skills

• Systems: Proficiency in PC applications is required; experience with Oracle, SAP, or Salesforce is a significant advantage.
• Documentation: Ability to manage and distribute customer documentation accurately within established CRM and ERP systems.
• Adaptability: Proven ability to quickly learn and apply new software applications and evolving departmental policies.

Professional Competencies

• Communication: Strong interpersonal, listening, and telephone communication skills.
• Organization: Highly motivated with the ability to prioritize tasks and manage a steady workflow effectively.
• Reliability: Demonstrated commitment to consistent attendance and adherence to scheduled work hours.
• Teamwork: Ability to work collaboratively with peers and supervisors to assist with complex orders and information sharing.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!