Senior Customer Support Associate

Position Summary

Based in Milton Keynes, this role supports the Customer Services team in handling enquiries, complaints, and orders via phone, email, and other channels. You’ll ensure all communications are professional, timely, and accurately recorded.

• Manage customer queries and business enquiries.
• Process orders and manage the full order lifecycle in SAP.
• Handle calls, complaints, disputes, credits, and returns.
• Provide accurate product/service information.
• Liaise with logistics and finance teams to resolve issues.
• Maintain reports and raise incident reports as needed.
• Keep SAP systems updated and support meetings/admin tasks.
• Ensure compliance, continuous improvement, and training.

• 2+ years in customer service/order processing.
• Strong problem-solving, decision-making, and organizational skills.
• Proficient in SAP, CRM systems, and Excel.
• Detail-oriented, self-motivated, and a team player.
• Excellent communication and multitasking abilities.
• Positive, proactive, and eager to learn.

Business Management, Business Management, Consumer Financing, Consumer Protection Laws, Customer Experience Management, Customer Management, Customer Queries, Customer Relationship Management (CRM), Customer Satisfaction Surveys, Customer Service, Customer Service Management, Customer-Support, Decision Making, Detail-Oriented, Electronic Data Interchange (EDI), Goal-Oriented, Insurance Claim Handling, Logistics Management, Marketing Initiatives, Microsoft Office, Order Processing, Problem Resolution, Problem Solving, Product Sales Training, Promotional Activities {+ 5 more}

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.

Regular

Hybrid

01/31/2026

* A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.