Senior Specialist, Customer Service Management ( MERCUSR115698ENUS)
Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and patient analytics, we are able to understand our customers’ needs and strive to provide solutions to meet them.
The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions across communication channels such as digital, social, chat, phone and mail for all product/vaccine and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The CSM Senior Specialist position role ensures the strategies of marketing, research, manufacturing, corporate and commercial operations are demonstrated in our customer interactions.
Collaboration with marketing, research, manufacturing, global communications and other internal stakeholders to strategically apply capabilities, and develop and execute contact center strategies to support their business/customer objectives, marketing programs, product launches, product label changes, and media/market events.
Manage development and execution of customer/consumer/ employee multi-channel communications, work flow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.
Ensures company and regulatory compliance requirements are achieved; which includes the appropriate review/approval processes are adhered to.
Development and execution of new hire and on-going training of strategic vendors. This includes product information, customer communications, standard operating procedures, systems, new channel capabilities, customer experience, adverse event and product quality reporting.
Collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
Manage escalated customer requests to resolution, and assess customer interactions to continually enhance the customer experience and achieve operational excellence
Monitor, analyze, and report customer insights with internal stakeholders, and implement innovative customer focused solutions and customer experience enhancements.
Collaboration with strategic vendors to:
Achieve quality performance, and key performance metrics
Deliver the desired customer experience
Adhere to standard operating procedures and ensure compliance
Develop ongoing enhancements to deliver high quality customer interactions, and increase operational efficiency and effectiveness
Routinely perform quality checks and partner with strategic vendors to provide coaching and best practices
Ensures the delivery of the desired customer experience for all customer/employee engagements
Supports system enhancements, new IT capabilities and solutions to improve operational efficiency and effectiveness.
Education Minimum Requirement:
Bachelors Degree (BA/BS)
Required Experience and Skills:
Minimum 3 years of customer service/sales experience
Excellent communication; written, verbal & presentation skills
Strong project management and problem-solving skills
Strong interpersonal and effective collaboration skills
Customer centric focus with customer care experience
Ability to optimize operations and champion change
Process oriented and attention to detail
Experience and success in cross-functional leadership and teamwork
Strong analytical and technical skills
Preferred Experience and Skills:
Promotional Review Experience
Experience working in a Pharmaceutical/Vaccine Customer Contact Center
Experience with external vendors
Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.
Who we are …
We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.
What we look for …
In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.
Invent. Impact. Inspire.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.
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Flexible Work Arrangements:Not Specified
Valid Driving License:No
Number of Openings:1