Customer service

Job Description

About the role As a Technology Aftersales Support Tier 1 you will play a central role in ensuring high customer satisfaction and loyalty. You are often the customer’s first point of contact and a key contributor to delivering fast, competent and trustworthy support. In this role you will support customers across the entire customer journey — from orders and logistics to technical assistance with our digital systems used in the daily follow-up on the farm. Your knowledge of agriculture, and in particular animal husbandry, allows you to provide relevant, practical and credible support that helps customers succeed.

What you will do

• Act as the first line of contact and deliver empathetic, professional and solution-oriented customer service via phone, email and chat.

• Handle orders, order follow-up, logistics and warranty cases to ensure smooth processes and timely resolutions.

• Support customers with technical questions related to our digital products and farm-management systems — from basic configuration to guided troubleshooting using established procedures.

• Use and document cases in CRM and management systems (e.g., SAP and other tools) to build customer history and ensure proper follow-up.

• Update and contribute to the knowledge base and identify recurring issues to drive improvements together with Tier 2, product and development teams.

• Escalate complex technical cases to Tier 2 and follow up to ensure the customer receives a complete resolution.

• Proactively raise customer satisfaction through practical advice and guidance rooted in agricultural and animal husbandry practices.

Qualifications & skills

Customer communication

• Excellent verbal and written communication skills in Swedish.

• Ability to meet customers with empathy, active listening and clear communication.

• Able to remain calm and professional in stressful or challenging customer situations.

• Collaborative team player with a strong service mindset and a drive to find sustainable solutions.

Technical skills

• Higher IT proficiency than a standard Tier 1 role: experienced working in multiple management systems, CRM tools and enterprise systems (e.g., SAP).

• Comfortable with troubleshooting, system configuration and providing technical instructions to users with varying technical levels.

• Understanding of multi-tier support processes (Tier 1/Tier 2) and when to escalate cases.

Experience & education

• Minimum 1 year of experience in customer support or technical customer service (Tier 1 or equivalent). Experience from agriculture or animal husbandry is a strong plus.

• Ability to explain technical information in an accessible way.

• Fluent Swedish (spoken and written). Good English skills are advantageous.

• Interest in continuous learning and digital tools.

What we offer

• A meaningful and varied role where you make a real difference for customers in agriculture.

• A place in an engaged team where your contributions directly affect the customer experience.

• Opportunities to develop both technical skills and specialist knowledge of farm animal practices and processes.

• Flexible work from office and home, competitive terms and career development opportunities.

Other information

• Company car is not included

• Business travel occurs to a limited extent (approx. 5%)

Required Skills:

Animal Husbandry, Animal Husbandry, CiviCRM, Customer Experience Improvement, Customer Experience Management, Customer Relationship Management (CRM) Software, Customer Satisfaction, Customer Service, Customer Support, Data Analysis, Digital Products, Enterprise Systems, Farm Business Management, Inquiry Handling, Installation Support, IT Service Desk, Logistics, Order Processing, Preventive Maintenance, Product Sales Training, Quote to Cash, Report Preparation, Sales Data Management, Technical Advice, Technical Problem Resolution {+ 1 more}

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:

Regular

Relocation:

Domestic

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

n/a

Job Posting End Date:

06/30/2026

*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.