Job Description
Customer Service Officer
Permanent, full-time role
with competitive remuneration and benefits
Location:
Macquarie Park, Sydney, Australia
Career growth:
Expand your expertise in a growing, successful industry
Professional development:
Gain valuable experience in a dynamic, evolving role
As aCustomer Serviceteam member, you will play a key role in supporting warehouse cut-off times, order processing, consignment tracking, and customer care activities.
You will liaise with internal and external customers, third-party logistics providers, and sales teams to ensure timely, accurate, and professional service delivery.
In this role, you will also support order and account administration, produce required documentation, manage returns and credit/debit processes within KPI timelines, and contribute to continuous improvement within the Customer Care function.
Training will be provided across ERP, CRM, and related systems.
What You Will Do
Responsibilities include, however not limited to:
Process orders in line with warehouse cut-off times
Track and trace consignments and liaise with third-party logistics providers
Answer phone calls and emails, providing accurate information to internal and external customers
Process free and bonus orders, including creation of new customer accounts
UseERP, CRM (SAP, MAXX)and other systems to support effective problem-solving within the Customer Care function
Ensure tasks raised by sales representatives inMAXX / CRMare completed in a timely manner.
MaintainAQISandAPVMAlicences via government agencies




Create debit and credit notes and process customer returns within KPI timelines
Run reports as required by business units
Provide audit documentation and support internal audits as required
Continuously identify opportunities to improve Customer Care processes and participate in relevant projects
What You Must have
Completion of HSC or relevant tertiary qualifications
Prior solid experiencein a related environment
Good knowledge ofMicrosoft Office Suiteand experience withSAP
Solid data entry skills and attention to detail
Excellent communication and organisational skills
Ability to work effectively with other departments in a team environment
Self-starter with initiative and the ability to work with minimal supervision
Ability to make day-to-day decisions within defined procedures and processes
Strong problem-solving skills and ability to collaborate on customer service issues
Agile mindset with the ability to adapt as the business evolves
Professional, friendly, and courteous manner when dealing with internal and external customers
Strong customer focus with the ability to multitask and prioritise
What You Can Expect
A
supportive
and
collaborative team environment




Opportunities to
build capability across customer service
, systems, and compliance
Ongoing
training and development
The chance to
contribute to continuous improvement
in a
trusted global Animal Health organisation
We are proud to be a company that embraces the value of bringing talented and committed people together.
The fastest way to breakthrough innovation is when ideas come together in an inclusive environment.
We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.
We are an equal opportunity employer, committed to fostering an inclusive workplace.
Required Skills:
Consumer Relations, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Data Entry, Interpersonal Relationships, Inventory Control System, Order Processing, Product Sales Training, Report Preparation, SAP Enterprise Resource Planning (ERP), SAP Systems, Service Requests, Technical Support
Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Job Posting End Date:
08/12/2026
*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.
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📌 Customer Service Officer (New South Wales)
🏢 Merck Gruppe - Msd Sharp & Dohme
📍 New South Wales