Customer Service Specialist (3년 이상, Life Science 산업, 서울근무)

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.

Your Role :

• Execute end-to-end Quote-to-Cash (Q2C) process, including quote creation, order intake, delivery coordination, and daily order management for including Key Account customer

• Manage end-to-end quotation and order management for production materials, including high-volume orders, ensuring seamless processing from quote creation to delivery coordination while proactively managing backorder situations.

• Resolve customer issues professionally and promptly while multitasking across multiple systems and phone/email channels.

• Execute timely customer communication and proactive status updates, ensuring punctual follow-up on open inquiries.

• Represent the voice of the customer by capturing and reporting feedback through direct interactions, offering proactive solutions to reduce customer effort.

• Promote and guide customers in using the eShop/website for order tracking, invoice retrieval, and product information.

• Manage order handling, shipment tracking, purchase/payment on customer systems, and real-time response to SAP/system errors and shipment delays.

• Support strategic account and sales activities through enhanced open order management to maximize sales revenue.

• Partner with sales, marketing, technical support, SCM, and logistics teams to deliver quality service in Key Account OTC processes.

• Resolve order issues and systematically document complaints related to status, quantity, product, routing, and billing.

• Eliminate backorder situations by proposing alternative plants, sizes, or substitute products when needed.

• Maintain thorough documentation of all customer interactions in CRM to support audit readiness and decision-making.

• Consistently achieve call center KPIs related to quality, productivity, and accuracy while proactively supporting team and department projects.

• Represent the company positively and professionally in all communications, using proper phone etiquette and written grammar.

Who you are :

• Bachelor’s degree+, preferably in Life Science or a related field.

• At least 3 years of experience in order management or supply chain management, preferably in a B2B environment.

• Experience with SAP ERP is mandatory.

• Experience with SFDC is preferred, but not required.

• Knowledge and experience in Order-To-Cash management, including quote creation, order intake, delivery coordination, and issue resolution.

• Good verbal and written communication skills in English to interact effectively with customers and internal stakeholders.

• You are customer-focused and take initiative to resolve issues promptly while maintaining professionalism.

• You are detail-oriented and able to manage multiple tasks simultaneously while ensuring accuracy and timeliness.

• You are comfortable collaborating across functions (Sales, SCM, Logistics, Manufacturing plant etc) to deliver seamless customer support.

• You can handle customer escalations calmly and provide proactive updates to reduce customer effort.

• You document your activities thoroughly and ensure alignment with process requirements for audit readiness and internal reporting.

• 여러분이 찾고 계시는 채용 포지션이 없으신가요? 그렇다면 인재풀(클릭))에 여러분의 이력서를 등록해주세요! 향후 인력 수요가 있을 경우 최우선으로 안내드리겠습니다.
• 지원 순으로 전형이 진행되며, 적합한 후보자 발견 시 채용이 바로 마감되오니 지원의사가 있으신 분들은 빠른 지원 바랍니다.
• 서버 안정성을 위해, 인터넷 익스플로러가 아닌 구글 크롬, 혹은 마이크로소프트 엣지를 통한 지원 바랍니다.
• 보훈대상자 및 취업보호대상자는 관련법에 의거하여 우대합니다.
• 지원서의 기재사항이 사실과 다른 것으로 확인되거나 채용상의 결격사유가 확인될 경우 합격 또는 채용이 취소될 수 있습니다.
• 당사는 입사지원자에게 이전, 재직중인 회사의 영업비밀 또는 기밀정보를 당사 채용 및 업무 수행과정에서 사용, 활용하거나 유출하지 않도록 요구하며, 관련 서약서를 통해 이를 확인하고 있습니다.
• 만약 재직 회사의 영업비밀 침해 등 후보자님의 책임 있는 사유로 회사(머크)에 에 대한 법적 문제가 발생할 가능성이 있는 경우, 회사는 설사 채용된 이후라도 채용을 취소할 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.
• If there is a possibility of legal issues arising against the company (머크) due to a candidate's responsible actions, such as the infringement of trade secrets of their current employer, the company may cancel the hiring even after the candidate has been employed.
• "머크 코리아 채용" 카카오톡 페이지와 친구를 맺어 최신 채용 소식을 받아보세요! (카카오톡에 '머크 코리아 채용'검색 후 친구추가)

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!

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