Job Description

Our Animal Health division is a trusted global leader in veterinary medicine, dedicated to the health and well-being of animals. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Reporting to the Order to Cash Manager, the Commercial System Specialist is responsible for managing system-based data processes to ensure the storage of accurate customer master data up to the billing stage. The role will support operational data within an SAP ERP system and work with multiple systems to ensure accurate customer data is held and processed in our databases including pricing, discount and CRM data. The candidate will support in managing month end processes – such as customer data and system updates. The role also involves supporting customers and internal stakeholders with billing or data queries.

This role requires a strong knowledge of data and a high attention to detail, working within multiple systems to ensure accuracy.

Key Responsibilities

• Manage customer enquiries efficiently, conducting system investigations and providing timely, professional communication and resolution.
• Troubleshoot ERP – SAP - related issues across order processing, pricing, billing, and customer account management.
• Identify opportunities to automate manual processes, improve reporting capabilities, and streamline operational workflows.
• Manage blocked orders and exceptions, ensuring prompt resolution and minimal business disruption.
• Maintain and update customer and product master data across ERP SAP, E-Commerce and other business systems.
• Support the ongoing maintenance of customer accounts, including amendments, closures, buying group updates, and account restructures.
• Drive data quality improvements across multiple platforms, including SAP, Oracle data systems and eShop.
• Maintain customer hierarchies and ensure accurate execution of buying group and corporate account changes.
• Take ownership of ordering platform, managing its day-to-day administration and continuous improvement.
• Support month-end activities through accurate data management and issue resolution.
• Perform data cleansing activities and implement preventative controls to minimise data exceptions and improve data integrity.
• Manage shoppers and customer accounts within the eShop platform, ensuring an excellent customer experience.
• Collaborate with internal stakeholders to share best practices, improve processes, and optimise business systems and operational performance.
• Produce and maintain operational reports, providing accurate data and insights to support decision-making.

Requirements

Essential

• Experience in a commercial administration, customer operations, order management, or business support role.
• SAP experience, including order processing, pricing, billing, and customer master data management would be advantageous.
• Excellent attention to detail, with a disciplined approach to execution and follow-through.
• Strong customer service skills with a personable, professional, and customer-focused approach.
• Proven ability to troubleshoot system and process issues independently.
• Experience managing and maintaining large volumes of data with a high degree of accuracy.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
• Excellent communication skills, both written and verbal.
• Ability to prioritise workload effectively in a fast-paced environment while maintaining high levels of accuracy.

Desirable

• Experience with Oracle, Salesforce.com, eCommerce platforms, or similar business systems as part of system administration duties would be advantageous.
• Experience with data interfaces, system integrations, and process automation.
• Knowledge of order-to-cash processes and commercial operations.
• Experience identifying and implementing process improvements.

What Success Looks Like

We're looking for someone who combines technical capability with exceptional customer focus. The successful candidate will be naturally organised, highly detail-oriented, comfortable working across multiple systems, and committed to delivering flawless execution while continuously seeking opportunities to improve processes and customer experience.

Required Skills:

Customer Data, Customer Master Data Management (MDM), Customer Service Administration, Customer Service Operations, SAP Systems

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:

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:

09/12/2026

*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.