Senior Specialist, Customer Service Management at Merck (Philadelphia, PA or Remote)

| Philadelphia, PA +1 more | Remote
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Job Description
Our Marketing teams 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.

Preferred Education:
  • High School Diploma/GED and six (6) years of customer service/sales experience or military experience or B.S./B.A. with minimum of three (3) years of customer service/sales experience or military experience.

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 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., Rahway, 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 ...
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us-and start making your impact today.
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.
New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research based roles, will be required to be fully vaccinated as a condition of employment.
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
Pay Transparency Nondiscrimination
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.
Residents of Colorado:
Click here to request this role's pay range.
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:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Not Specified
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
No
Number of Openings:
1
Requisition ID:R200396
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What are Merck Perks + Benefits

Merck Benefits Overview

Our commitment to you
We promise a Merck experience based on
a foundation of…
Culture
We are committed to fostering an environment where all colleagues
feel welcomed, respected and valued.
Responsibility
We are committed to tackling the world’s biggest health challenges by
discovering better ways to make a difference in everything we do.
Career development
We are committed to encouraging professional career development that
aligns to our business strategy.
Rewards
We are committed to offering plans, programs and resources that provide
you and your family what you need, when you need it

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available

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