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EMD Serono Customer Service Representative - 796506301 in Billerica, Massachusetts

This job was posted by : For more information, please see: A career with EMD Serono 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. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

Your Role:

The Customer Service Representative, located in Tempe, AZ, will be responsible for ensuring high customer satisfaction. This role will be hybrid-remote, requiring 1 to 2 days per week in the office, and the hours will be Monday to Friday.

As the Customer Service Representative, you will:

+ Quickly and reliably take care of customer orders/requests

+ Handle the entire life cycle of an order from the time the order is placed to when it is paid

+ Trouble-shoot billing issues

+ Enter orders, customer account maintenance, price & availability checks, as well as the management of customers and/or Key Accounts

+ Communicateshipping dates and respond to customer inquiries for orders

+ Work with internal stakeholders to provide quotations for new business

+ Interface between our customers/distributors and internal stakeholders such as supply chain, logistics, sales, and manufacturing sites

+ Ensure high delivery service level to external and internal customers, such as communicating tracking information, shipping dates, etc.

+ Enter customer complaints, which may involve late deliveries, order issues, billing, and quality, as needed

+ Follow up on service-related complaints, including determining root cause, corrective and preventative actions

+ Help establish and follow all SOPs

+ Meet established KPI's with regards to order management and service provided to our customers

+ Utilize tools relevant to the Customer Service position, such as SAP, Salesforce, proprietary software named Track and Trace, and Microsoft Office

Who You Are:

Minimum Qualifications:

+ High School Diploma or GED

+ 2+ years of customer service experience

Preferred Qualifications:

+ Experience with SAP

+ Experience with Salesforce

+ Experience with Microsoft Office, especially Excel, Powerpoint and Word

+ Experience with Outlook and Microsoft Teams

+ Experience and knowledge of supply chains

+ Some higher education preferred

+ Strong analytical skills

+ Strong verbal and written communication skills

+ Strong problem-solving and troubleshooting skills

+ The ability to manage stressful situations

+ Efficient at multi-tasking

+ Highly motivated and organized with attention to prioritizing incoming tasks

+ Able to meet the challenges of a dynamic and agile environment, while maintaining a strong level of professionalism

+ Strong ability to efficiently build relationships and networ ks

+ Able to take accountability for customers assigned


What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Our Benefits -

Curious? Apply and find more information at

If you are a resident of a Connecticut, Colorado or New York City, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and