Sales Administration Manager H/F

PURPOSE OF THE ROLE

The Animal Health division of our company is the world leader in Identification & Traceability solutions for Livestock Animals. The ID Customer Services Lead is a newly created role that will shape and define the future of Customer Services for our Livestock customers across the EURAM region.

Our company works with customers & stakeholders across the livestock food chain to provide identification and traceability solutions helping to underpin consumers’ confidence in the food they eat. The company employs a range of Go-to-Market models resulting in a wide-range of customer-types that includes national & regional government bodies, traceability schemes, integrated livestock producers, food retailers, distributors and farmers.

Reporting to the newly appointed Lead for Livestock ID Solutions, the ideal candidate will be an advocate of a customer centric organization and excellence in all aspects of customer services.

The successful candidate will also be a key functional partner for our local commercial operations, requiring close liaison and working relationships with the EURAM Regional Commercial ID Lead and country management teams.

PRINCIPAL TASKS AND RESPONSIBILITIES

• Leading and managing the Customers Services & Sales Administration team (five persons plus one contractor) based in Vitré
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
• Manages customer service staff, communicates job expectations, and performs appraisals and job reviews
• Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures
• Drive adoption of eCommerce & Digital order-processing in-line with objectives of Project Tetris (integration of ID business into our business systems ecosystem, i.e. Atlas SAP)
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Implements production, productivity, quality, and customer-service standards
• Audits customer service procedures and trends and determines system improvements
• Determines customer service requirements by maintaining contact with customers and visiting operational environments
• Provides guidance and recommendations on ID related Customer Service activities across the EURAM region; informal leadership of this “community”
• Overseeing management and execution of sales orders
• Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources
• Understanding the customer demand and definition of the Customer Demand Configuration (CDC)
• Liaison with relevant internal departments, e.g. planning, manufacturing, supply chain, transportation, R&D (where relevant)
• Communication with customers
• Fielding customers enquiries, e.g. making and provision of samples
• Recording and following up complaints

KEY STAKEHOLDERS

• Lead, Livestock ID Solutions
• ID Marketing team
• Key functions based at Vitré, e.g. Manufacturing, Supply Chain, R&D
• Regional Commercial ID Lead
• Country ID Leads
• ID Customer Service teams across EURAM, e.g. UK, Germany, Nordics

Leadership Behaviors

• Demonstrate Ethics & Integrity
• Drive Results
• Customer Centricity
• Make Rapid Disciplined Decisions
• Act with Courage & Candor
• Build Talent
• Foster Collaboration
• Influencing without hierarchical authority

Professional Competencies

• Business & Financial Acumen
• Working Across Boundaries
• Strategic and Innovative Thinking
• Project Management
• Productive Communication
• Problem Solving

Core Commercial Functional Competencies

• Customer Insights
• Account Management
• Help-desk / service desk experience
• Customer Engagement
• Experience of Regulatory & Certified Markets
• Leadership of eCommerce initiatives

Minimum Qualifications:

Background & Education:

• Minimum a Bachelor or equivalent degree in e.g. marketing, finance, business, languages

Required Skills/Abilities:

• Must have a minimum of five years of combined work experience in the field of customer services
• An experienced team leader in a fast-moving customer service environment
• Must have proven experience in managing projects
• Must be a self-starter that takes pride in their work product and is focused on delivering results
• Demonstrate a forward thinking, agile and strategic approach
• Demonstrated ability to work effectively in a changing environment
• Ability to quickly develop positive relationships with internal and external partners
• Excellent verbal and written communication skills in English & French. Additional languages, e.g. German, Spanish, Portuguese, Italian are advantageous
• Ability to work independently and as part of a team
• Ability to occasionally travel overnight. Travel estimated at approximately 10% of the time, including the potential for international travel
• The role is based at the our facility in Vitré, Brittany, France

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: Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements: Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date: 02/13/2025

• 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.
  

Requisition ID: R320949