Graduate School of Business

A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

Your Role:

• Resolve customers’ issues in professional & timely manner and multitasking through multiple computer systems while talking on the phone.
• Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.
• Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions.  Offer proactive solutions to reduce customer effort.
• Execute timely customer communication via phone and e-mail. Provide punctual follow up on open inquiries, and quickly identify situations that require escalation.
• Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity.
• Promote and educate customers on using eshop/website to obtain invoices, tracking information, place orders, find price and availability and retrieve MSDS/COA’s.
• Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.
• Efficiently process customer service inquiries and purchase order requests.  Ensure high service levels and process consistency across a multi-site customer contact function.  Effectively manage additional department projects.

• Resolve order issues and systematically document all complaints with regard to status, quantity, package size, product, routing, shipping and billing information, etc.
• Maintain thorough documentation of all customer conversations and actions to support the decision-making process.
• Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
• Eliminate backorder situations by shipping product from alternate plant, offering different size, offering substitute item, etc.
• Ability to achieve excellent call center metrics with regard to availability, number of documents created, error free work, call quality, productivity and dependability goals.
• Confident and proactive in offering support to the team by successfully managing additional special projects.
• Strategic account and sales support for defined list of accounts. Enhance open order management to maximize sales revenue.

• Engage partnership programs with sales, marketing, technical support, SCM, or logistics organizations to provide quality service in Key Account OTC process.
• Check back order status and provide customers with updated status proactively in a timely manner.
• Other tasks assigned by your superior.

Who you are:

• Bachelor degree
• +1 year of experience in a CS related field
• Excellent communication & listening skills 
• An enthusiastic, detail oriented multi-tasker who has the focus to deal with customer issues and complaints while working in a fast paced and changing environment
• Knowledge of SAP system in Sales and Distribution module is preferred
• Knowledge and experience in Order-To-Cash Management 
• Proficient in English and fluent in Korean

•지원 순으로 전형이 진행되며, 적합한 후보자 발견 시 채용이 바로 마감되오니 지원의사가 있으신 분들은 빠른 지원 바랍니다.

•서버 안정성을 위해, 인터넷 익스플로러가 아닌 구글크롬, 혹은 마이크로소프트 엣지를 통한 지원 바랍니다.

•보훈대상자 및 취업보호대상자는 관련법에 의거하여 우대합니다.

•지원서의 기재사항이 사실과 다른 것으로 확인되거나 Reference from previous employer 상에 채용상의 결격사유가 확인될 경우 합격 또는 채용이 취소될 수 있습니다

•(The company reserves the right to withdraw the offer, it if discovers subsequently that a candidate has given false information in application or has provided false or fraudulent documentation in support of his/her application. The offer is conditional upon satisfactory results of reference checks.)

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.
We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology.
We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons.
Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!

Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture.  You can also apply and find more information at https://jobs.vibrantm.com

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.merckgroup.com/en/company/press-positions.html