Job Description


Primary responsibilities for this position include, but are not limited to, the following:

• Execute timely, accurate and compliant the process of customer interactions, queries, inbound and outbound calls, emails, chats, claims, returns and adjustments
• Communicate and align both proactive and reactive communication and information related to stakeholders
• Supports Pharmacovigilance and Quality activities.
• Supports Customer Orders status, working cross functionally with OTC, SBS, Commercial Ops. and Logistics
• Manage HCPs registration process and supports their training activities.
• Handle procedure and process updates in global process documentation.
• Manage transition projects related to Customer Service processes.
• Claims / issue resolution
• Develops reporting for Supply Chain, Channel Development, Finance stakeholders or others as needed
• Support onboarding and training new team members.
• Conducts timely updates on customer queries and inquiries.
• Daily communication with customers, business partners and operational teams.
• Proactively anticipate customers’ needs and deliver excellent customer service.

• SOP’s & WI’s updates including Monthly/Quarterly SOX controls review Manages the generation of claims into the system.

• Provide audit documentation as required and make sure the internal compliance policies are applied
• Participating in operational monthly/weekly team meetings interfaces
• Support for projects implementation or improvements initiatives
• Execute month end activities

Education & Experience Required:

• Bachelor’s Degree in Business Administration, Supply Chain or Finance
• Minimum of 2 years of experience in a finance or supply chain department of a multinational company is desired
• Customer Service or Order Management experience is desired

Language Requirements:

• English language skills (both speaking and writing) 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, Power Point) required
• Experience using SAP is advantage

• Prague, Czech Republic / Spain
• Be willing to periodically travel to local markets sites

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:
10/31/2024

• A job posting is effective until 11:59:59PM 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.
  

Requisition ID:R319119