Commercial Service Specialist

Job Title:

Commercial Service Specialist

Job Holder:

Location:

Taipei

Division:

Life Science

Unit/Department:

Commercial Service PS

Position Reports to:

Associate Commercial Service Manager (Commercial Service Supervisor)

Role:

Customer Service

Job Purpose:

• Order Processing from Order to Cash

• Follow up on Open Orders and prompt updates to customers, monthly customer meeting

• Collaborate with supply chain, Tech Service, Distribution for timely supplies, Returns and delivery to customers

• Monitor Customer forecast

• Ensure customer satisfaction and provide professional customer support.

Major Responsibilities (3 – 5 items):

Customer Service

• Process customersiailability or status of shipment, verifies customer pricing, prepares and processes customer return goods for credit and/or replacement

• Work closely with customers on their demand forecast

• Respond customers inquiries and resolve issues related to orders, shipment or other customer-related matters competently and professionally

• Maintain existing customer relationship and participate in monthly customer meeting

• Engage in cross-functional team discussions including Supply Chain, Technical Service, Finance, Distributions and Sales - to support Change Notification, open of new customer account, etc

Supply Chain / Distribution

• Collaborate with supply chain personnel for timely availability of supplies and inventory planning

• Compile and submit customers demand forecast to Local and Global demand forecast team to ensure supply continuity

• Raise and follow up with Supply Chain on new product set up code in SAP for Order Process

• Monitor and coordinate delivery schedules with distribution to ensure all shipments are met as per customers’ requested date

• Liaise with distribution on product Returns

The following principles apply and are implemented when performing my activities:

• Operational Excellence: in order to implement systematic and holistic approach for continuous improvement.
• ESH Programs: in order to prevent accident at work and environmental impact.
• Best Practice Sharing: in order to share and adopt best solutions within Merck to continuously improve and streamline processes in all areas.
• Innovation: through MIDEA and BPS processes to propose and promote new ideas.
• Merck Values: Courage, Achievement, Responsibility, Respect, Integrity and Transparency.
• Pharmacovigilance-applies to Biopharma employees only: To recognize a reportable Adverse Event (AE) and / or safety information and ensuring that the necessary information is forwarded to the Local Drug Safety (LDSO) in Merck Ltd. within 24 hours.
• Quality programs: including ISO9001 knowledge in the daily operations

Reports to

No. of Direct Reports:

¨ N/a ¨1~5 ¨6~10 ¨11 and above

Dimensions:

(i.e. amount of budget mgmt, solid & dotted reporting lines & mgmt, attached organization chart is requirement

Required Criterion:

1. Education Level:

Degree/Diploma or equivalent is required

2. Working Experiences:

2-3 years’ experience in project management or customer service

3. Professional Skills:

SAP experience is a plus

4. Others

Professional working proficiency in English

Excellent computer skills required (Microsoft, enterprise solutions, and proprietary applications utilized)

Demonstrate strong interpersonal communication, negotiation and written skills, proactive problem-solving skills, and the ability to multitask effectively

Ability to stay calm when customers are stressed or upset.

Produce work that is well executed, accurate, and attentive to detail. Take ownership of all customer interactions to ensure best-in-class service

Highly motivated, meticulous and organized, with attention to prioritizing incoming tasks

Adaptable, flexible and open minded to work in a dynamic, high-energy environment that undergoes constant change

Merck Competencies: Please tick the most important Merck Competencies behaviors related to the position.

Competency

Behavior

V

Remark

1

Purposeful

Improve Life

Act Ethically

Ensure Quality

V

Create Customer Value

V

2

Future-Oriented

Anticipate Opportunities

Be Entrepreneurial

V

Go Digital

V

Apply Technology

V

3

Innovative

Be Open-Minded

V

Work with Agility

V

Unlock Creativity

Implement Change

V

4

Results-driven

Give Feedback

Drive Performance

V

Be efficient

V

Take responsibility

V

5

Collaborative

Include Others

V

Build Networks

V

Teamwork

V

Think Global

V

6

Empowering

Foster Talents

Develop People

Give Vision

V

Share Emotions

V