Merck KGaA

Analyst

Posted On

Feb. 25, 2025

Location

Bangalore, Karnataka

Experience Level

C - Professional (1-3 years)

Job Type

Full-time

Apply By

March 18, 2025

Job Description

PURPOSE OF THE POSITION The purpose of this position is to provide support to both internal and external customers, providing them a professional, accurate and efficient response which will help them to achieve their requirements and to build good rapport with customers for growth of organization. ESSENTIAL JOB FUNCTIONS Entering all email, phone and fax orders accurately of various countries as per agreed timelinesEnter the orders and quotes accurately on different ERP’s as per the rules set up by different countriesEnsure expected order entry productivity and accuracy is maintained consistentlyOpen order review & ETA confirmationIdentify and follow up customer specific requirementsAny other additional tasks depending on the specific country or organization as requested by your Team Lead / SupervisorShould be able to handle all process related queriesProper response on email queries received from the customers or internal teamDevelop and implement initiatives to improve customer services.Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.Evaluate and prioritize customer inquiries to better serve the customers.Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.Maintain history records and related problem documentations for future reference.Maintain relationships with other internal departments as well as client base to improve business performance.Conduct training to customers and internal staffs on company products and services.Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.Address customers in a professional and respectful manner.Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.Maintain the internal and external customer databases.Analyze customer issues so as to develop tools and processes to increase customer satisfaction.Maintain up-to-date knowledge on customer business areas.Maintain broad knowledge about company’s products and services.Afternoon Shift – 1:30PM to 10:30PM or Western European time BASIC QUALIFICATIONS Education:Graduation in any disciplinary Experience:Requires minimum of 1-2 years’ work experience in a similar position TECHNICAL SKILLS / COMPETENCIES SAP Oracle user knowledge – Basic Proficiency expectedSome Basics of SAP TCodes / Oracle for Order entryNavigating different transaction and screensShould be able to enter data in the system with all the required parameters, under supervision from experts. Understanding different T-Codes and its impact on the results Microsoft Office- Basic Proficiency expected Computer operating knowledge. Intermediate work experience in MS-Office, Excel, Word, Email & Internet Key Board Skills– Basic Proficiency expectedBasic knowledge in operating keyboardShould have keyboard skills with typing speed of 20-25 wpm Communication Skills (Written/Spoken English)– Basic Proficiency expectedGood knowledge in written and spoken English ORGANIZATIONAL STRUCTURE Attach a copy of the organization chart including the title of the position this position will report to, peers (other positions that have the same reporting relationship), and the positions that report directly to this position. Indicate the number of people in each subordinate position and the number of people that report to each of them. Head of Customer ExcellenceTitle Associate ManagerTitle Title TitleTitle # of subordinates: Title # of subordinates: Team Lead / Supervisor Title # of subordinates: Title # of subordinates: Analyst

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