Job Description

Primary responsibilities for this position include, but are not limited to, the following:

• Manage a team of Customer Service Analysts responsible for execution of timely, accurate and compliant processing of customer interactions, queries, inbound and outbound calls, emails, chats, claims and returns.
• Coordinate and aligns both proactive and reactive communication and information related to stakeholders.
• Coordinate daily process activities, review, and manage pending actions, analyze results and stewards to the leadership team.
• Monitors and ensures the consecution of main KPIs (Customer Service Level, % Abandon Ratio & HCPs Record Validation)
• Supports Pharmacovigilance and Quality activities.
• Supports Customer Orders status, working cross functionally with OTC, SBS, Commercial Ops. and Logistics
• Owns HCPs registration process and supports their training activities.
• Manage and evaluate team’s performance.
• Ensure workload and resources of the team are up to date.
• Handle procedure and process updates in global process documentation, provide recurrent reporting, and analysis requests.
• Manage transition projects related to Customer Service processes.
• Responsible for hiring process for the team and onboarding and training new team members.
• Conducts timely updates on customer queries and inquiries.
• Daily communication with customers including incoming calls, business partners and operational teams.
• Proactively anticipate customers’ needs and deliver excellent customer service.
• Main point of contact for area of responsibility for all stakeholders
• Monthly/Quarterly SOX controls review
• Supervises and manages the generation of claims into the system.
• Coordinate internal and external audit preparation and sample preparation.
• Participating in operational monthly/weekly managers meetings interfaces
• Support for projects implementation or improvements initiatives.
• Vacation & training planning (organizing back up)
• Execute month end activities as expected according to timelines agreed.

Education & Experience Required:

• Bachelor’s Degree, desirable in Business Administration, Supply Chain or Finance
• Minimum 2 years of experience in Customer Service, Finance or supply chain department

Language Requirements:

• English (both written and spoken) required
• Spanish (both written and spoken) required

Skills Required:

• Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness
• Strong communication, interpersonal, and organization skills required
• Advanced PC skills (MS Excel, Word, PowerPoint) required
• Experience using SAP is a plus

• Spain
• Travel may be required

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:

11/16/2024

*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.