Job Description
Job Description and Responsibilities 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 align both proactive and reactive communication and information related to stakeholders. Coordinate daily process activities, review, and manage pending actions, analyze results and steward them to the leadership team. Monitor and ensure the achievement of main KPIs (Customer Service Level, % Abandon Ratio & HCPs Record Validation). Support Pharmacovigilance and Quality activities. Support Customer Orders status, working cross-functionally with OTC, SBS, Commercial Ops, and Logistics. Own the HCPs registration process and support their training activities. Manage and evaluate the 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 the hiring process for the team and onboarding and training new team members. Conduct 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. Supervise and manage the generation of claims into the system. Coordinate internal and external audit preparation and sample preparation. Participate in operational monthly/weekly managers meetings interfaces. Support projects implementation or improvement initiatives. Vacation & training planning (organizing backup). Execute month-end activities as expected according to timelines agreed. Qualifications 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. Physical Position Requirements: 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 11:59:59 PM 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.
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