Customer Service Specialist

Job Description

Customer Service Specialist is responsible for end-to-end customer service and supply coordination for pharmaceutical products in Slovenia. This role manages relationships with wholesalers’ drugstores, ensures accurate forecasting and ordering with global supply sources, oversees stock levels and local logistics, and coordinates communication between the parent company and local customers. The position plays a key role in complaint handling, invoicing accuracy, payment monitoring, and compliance with company policies, local regulations, and ethical standards.

Primary Activities and Results:

Customer Relationship Management

• Establish close contact with potential customers identified by Business Unit staff and ensure appropriate follow-up.
• Manage relations with existing customers, including wholesalers’ drugstores, maintaining high service standards and timely communication.
• Prepare and deliver standard offers to potential and existing customers; ensure follow-up on credit limits and commercial terms.

Forecasting, Supply, and Procurement

• Prepare and submit sales forecasts/requirements to worldwide sources of supply; update forecasts regularly and in a timely manner.
• Familiarize suppliers with purchase plans and monitor contract execution.
• Coordinate procurement activities with wholesalers’ drugstores and central distribution centers.

Inventory and Distribution Coordination

• Monitor and coordinate stock levels in wholesalers’ drugstores across Slovenia.
• Monitor stock status in central distribution centers in the Netherlands, Belgium, and Hungary (release sites) and align local needs with central availability.
• Organize the process of locally equipping/labeling medicines as required.

Order Management and Administration

• Order samples of pharmaceutical specialties for the region as requested by the Medical Department.
• Input sales and purchase orders, invoices, and payments into the established computer systems accurately and on time.
• Monitor pending customer orders, keep customers informed on order status, and coordinate shipments with logistics.
• Check correctness of invoices to wholesalers’ drugstores; monitor payments and forward invoices to the Accounting Department.

Complaints, Claims, and Credits

• Coordinate customer complaints, destruction of goods, and other product handling issues.
• Monitor and determine eligibility of claims; prepare required documentation and forms for billing credits.
• Report product complaints, including adverse reactions and quality issues for human medicines, per company instructions and local laws.

Reporting, Analytics, and Communication

• Acquire information and sales forecasts for production needs; analyze changes in wholesalers’ stock levels.
• Create reports and share them with Logistics and Finance; administer reporting and analysis from the sales monitoring program for wholesalers’ channels.
• Coordinate communication regarding medicine pricing with relevant stakeholders.
• Act as liaison between the parent company and Slovenian customers, ensuring clear, timely, and compliant communication.

Process, Compliance, and Continuous Improvement

• Develop and implement local procedures and instructions in logistics aligned with company standards.
• Coordinate the medicines donation procedure in accordance with policies and regulations.
• Know, consider, and implement company instructions; ensure activities comply with Policies & Procedures and Ethical Business Practices.
• Act by internal rules, leadership standards, and safety standards; contribute to operational efficiency.
• Cooperate cross-functionally with Medical, Supply Chain, Logistics, Finance, and Commercial departments.
• Undertake other tasks as assigned by the Commercial Lead, Country Lead, or Managing Director.
• Demonstrate proactive personal and professional development.

Responsibilities:

• Personal neatness and professional presentation.
• Orderliness and organizational discipline in daily work.
• Accountability for completed work and accuracy of deliverables.
• Education
• University degree in Management (or related field such as Business, Logistics, or Supply Chain).
• Functional Skills and Qualifications
• Ability to plan and analyze quantitative and qualitative data; strong attention to detail.
• Proficiency with computer systems and ERP/CRM/order management tools.
• Strong communication and influencing/persuasive skills; effective verbal and written communication.
• Fluency in English; additional local language skills are an advantage.
• Valid B-category driving license.
• Preferred Experience (Nice to Have)
• Experience in pharmaceutical customer service, supply chain, or logistics.
• Familiarity with EU pharmaceutical distribution, compliance, and GDP (Good Distribution Practice).
• Experience coordinating with multinational supply hubs and local wholesalers.
• Knowledge of complaint handling processes for medicinal products and related regulatory reporting.

Key Competencies:

• Customer focus and relationship building
• Ownership and accountability
• Analytical thinking and problem solving
• Cross-functional collaboration
• Compliance and ethical conduct
• Time management and prioritization
• Continuous improvement mindset
• Performance Indicators
• Forecast accuracy and stock availability
• Order processing timeliness and accuracy
• Customer satisfaction and complaint resolution time
• Invoice correctness and payment timeliness
• Compliance adherence and audit readiness
• Quality of reporting and actionable insights
• Occasional travel within Slovenia to wholesalers’ sites and meetings; potential visits to regional distribution centers as needed.

Required Skills:

Communication Management, Customer Communications, Customer Experience Management, Customer Rapport, Customer Satisfaction, Customer Service, Customer Service Communication, Customer Service Management

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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. 

Employee Status:

Project Temps (Fixed Term)

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

11/23/2025

*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.