Senior Specialist, Project Manager - Customer Service Center

CSC Senior Specialist

The Customer Service Center (CSC) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSC team manages customer, consumer and employee service interactions in the National Service Center, Field Service Center, Promotional Contact Center and Switchboard. These interactions occur across communication channels such as digital, email, chat, phone and mail for all company products/vaccines and company information requests. The CSC 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 CSC Senior Specialist position is a critical role, which has primary responsibility for the execution of the customer service engagement strategy of the contact centers (e.g. National Service Center) which service our customers, consumers, and employees for the enterprise-wide U.S. market. This role ensures the strategies of marketing, research, manufacturing, corporate and commercial operations are demonstrated in our customer interactions.

Primary Responsibilities:

• 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, workflow 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 of new hire and on-going training materials. 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 Medical Team Members and Specialist 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
• Collaborates with Operations team to support system enhancements, develop/execute new IT capabilities and solutions to improve operational efficiency and effectiveness.

Position Qualifications:

Minimum Requirements:

• Bachelor's Degree (BA/BS) and a minimum of 3 years of customer service/sales experience
• Ability to work hybrid at the North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week
• 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
• Process oriented and attention to detail
• Experience and success in cross-functional leadership and teamwork
• Strong analytical and technical skills

Preferred Experience and Skills:

• Field Sales Experience
• Sales Operations Experience
• Promotional Review Experience
• Experience working in a Pharmaceutical/Vaccine Customer Contact Center
• Compliance/Regulatory Experience
• Contact Center telephony and CRM experience

Required Skills: Accountability, Adaptability, Call Center Architecture, Change Management, Communication, Communication Methods, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience (CX), Customer Experience Improvement, Customer Satisfaction, Customer Service, Detail-Oriented, Digital Marketing, Direct Marketing, IT Innovation, Manufacturing, Market Development, Marketing, Market Research, Operational Efficiency, Pharmaceutical Sales

Preferred Skills: Current Employees 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.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts.

U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

The salary range for this role is $104,200.00 - $163,900.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

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: No Travel Required

Flexible Work Arrangements: Hybrid

Shift: Not Indicated

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