Job Description

As the Associate Director of Animal Health Customer Support, you will play a key role in driving customer satisfaction and operational effectiveness within our organization. We value your expertise and commitment to excellence and offer a collaborative work environment where you can make a significant impact.

We are seeking a highly qualified and experienced Associate Director of Animal Health Customer Support to lead the operations of our Direct and Veterinary Professional teams. This role is critical in supporting over 20,000 direct customers, including veterinary practices, shelters, and other partners. The successful candidate will provide strategic direction and foster a culture of service excellence, ensuring optimal post-sale fulfillment across our full range of Animal Health biopharma and technology products.

Key Responsibilities:

• Operational Leadership: Oversee the daily activities of the Direct and Veterinary Professional teams, ensuring efficient service delivery and operational excellence.
• Strategic Liaison: Serve as the primary point of contact for business interactions, collaborating effectively with supply chain, marketing, and other Animal Health units to meet customer needs.
• Issue Resolution: Triage and troubleshoot customer logistics and billing issues, implementing timely solutions to enhance customer satisfaction.
• Performance Management: Monitor team performance against key performance indicators (KPIs) and share regular status reports with the Customer Care Director, taking relevant actions as necessary.
• Team Development: Recruit, train, and mentor team members, fostering a high-performance culture through coaching and recognition.
• Customer Relationship Management: Address inquiries, complaints, and product support requests in a timely manner, nurturing relationships with veterinary practices and other stakeholders to facilitate upselling and cross-selling opportunities.
• Data Management: Ensure accurate maintenance of service records and oversee customer service representatives (CSRs) in systems operations and internal processes.

Required Qualifications:

• Bachelor's Degree; Master's degree or MBA preferred.
• Minimum of 5 years of experience with SAP and in post-sale customer logistics, product support, relationship management, and account management.
• At least 5 years of experience in people management, including coaching and developing a customer care team.

Required Skills and Experience:

• Strong financial acumen and the ability to influence key stakeholders effectively.
• Proven experience in customer communication planning and developing business strategies.
• Excellent written and verbal communication skills.
• Proficiency in SAP, MAXX, MS Office Suite, Excel, and other web applications.
• Experience within Animal Health Pharma industry is highly preferred

#EBRG

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Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

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U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

San Francisco Residents Only:We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

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.

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Requisition ID:R328209