Description

About Us

Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history. As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine. Our purpose is to fuel confidence by helping people look better, feel better, and live better. We believe you do not have to choose between living life and making a living. Live your best life with Merz Aesthetics.

A Brief Overview

The Customer Solutions Agent supports the mission, vision and values of the company by delivering seamless, energetic and professional support to Merz customers. Responding to inbound calls and order requests, the Customer Solutions Agent consistently communicates effectively to answer questions and resolve issues, ensuring a positive experience for all Merz customers.

What You Will Do

• Customer Support Provide support to general queue of inbound phone calls, utilizing probing and problem solving skills to understand issues and ensure prompt resolution in response
• Order Fulfillment * Receive order requests from customers via phone or email and accurately process orders within established timeframes* Monitor the Veeva queue and place orders in SAP within established timeframes* Process Grant requests & Patient Assistance Program applications
• Product Knowledge Develop a comprehensive knowledge of company products and services that can be clearly articulated to customers, both new and existing
• Product compliance Follow established process guidelines ensuring compliance with all departmental SOPs
• Interaction Standards Documents all customer interactions and maintain performance standards, including effectiveness, efficiency and quality

Minimum Requirements

• High School
• 1-2 years Experience in Customer Service function

Preferred Qualifications

• Bachelor's Degree

Technical & Functional Skills

• Excellent probing and problem solving skills
• Superior verbal and written communication skills
• Ability to work in a high-pressure environment and deal effectively with Customers by providing caring responses and diffusing escalated situations
• Skilled at navigating a computerized CRM and other relevant applications while interacting with customers on the phone
• Skilled in MS Office

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements

Customer Support/Operations Generalist