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Job Details

Merck & Co, Inc

Senior Specialist, Customer Service Management ( MERCUSR115698ENUS)

Customer Service

Customer Service



North Wales, Pennsylvania, United States

Job Description

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.

Primary Activities:

  • 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.


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.


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.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

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.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Not Specified


Not Indicated

Valid Driving License:


Hazardous Material(s):


Number of Openings:


Requisition ID:R115698