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, Product Management {+ 4 more}

Preferred Skills:

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.

Regular

No relocation

No VISA Sponsorship

No Travel Required

Hybrid

Not Indicated

No

n/a

01/23/2026

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