Job Description

Job Summary:

At our Company, we are dedicated to advancing the prevention and treatment of diseases in people and animals through innovative health solutions.  In conjunction with the other 3 operating regions, North America Manufacturing Logistics supports the execution of our Company’s manufacturing operations from inbound of raw materials to shipment of finished goods to customers and everything in-between.

 

We are seeking a detail-oriented and experienced Senior North America Export Customer Service Analyst to join our team.  Our Export Customer Service Analysts serve as the primary contacts for customers and internal stakeholders regarding US export orders, corresponding financial transactions, and customer forecasts. This role is responsible for overall customer satisfaction for a particular region the incumbent covers.  The incumbent proactively manages intercompany orders and customer inquiries which include sales to other Company entities globally, joint ventures, divestiture customers, donations, and other unique third-party customers.

 

Core job responsibilities:

• Receiving, validating, acknowledging, and managing incoming customer forecasts and all export orders for their customer base
• Interacting with customers and appropriate Planning & Logistics organizations to ensure forecast accuracy, product availability, shipping arrangements, and overall order status
• Communication of any changes to orders status to all appropriate individuals/customers along the supply chain
• Ensuring accurate, timely generation of all required shipment documentation and submission thereof to appropriate customer contact(s).  This includes documents accompanying the shipments and documents transmitted for customs clearance
• Maintaining knowledge of current procedures and business issues to facilitate effective and practical solutions to all customer orders, complaints, and inquiries
• Identifying and implementing business process changes consistent with departmental or Company continuous improvement initiatives.

 Education Requirement:

• Bachelor’s degree in supply chain, Logistics, or related field with a minimum 5 years of experience in supply chain or High School Diploma with minimum 9 years of experience in lieu of education will be considered.

 

Required Skills:

• Significant experience with ERP-based order-to-cash management
• Understanding of freight terms and execution across all modes of transportation, including trade compliance concepts
• Ability to work independently or in a team of globally located colleagues
• Strong interpersonal and communication skills
• Critical thinking to solve problems and develop solutions on time-sensitive operational challenges

Preferred Experience and Skills:

• Significant experience with SAP ECC and GTS

• Familiarity with pharmaceutical industry operations, terms, and practices

Required Skills:

Business Process Improvements, Customer Delivery, Data Analysis, Enterprise Resource Planning (ERP), Freight Logistics, International Trade Compliance, Inventory Management, Logistics Operations, Manufacturing Supply Chain, Performance Metrics, Production Planning, Project Management, Regulatory Compliance, Shipment Tracking, Shipping Contracts, Supply Chain, Supply Chain Management (SCM), Supply Chain Operations, Transportation Management

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

The primary location for this posting is:

USA - Pennsylvania - West Point

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is:

$106,200.00 - $167,200.00

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.

Additional location(s) Compensation Information:

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

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:

10/28/2026

*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.