Sr. Specialist, Shared Services Management

Job Description

Medical Team Member

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 in our company National Service Center, Field Service Center, Promotional Contact Center and our company Switchboard.- These interactions occur across communication channels such as digital, social, chat, phone and mail for all our company products/vaccines 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 Medical Team Member is a customer facing role which has primary responsibility for managing unsolicited inquiries from Healthcare Providers who reach out to our company National Service Center.- This role will also answer select Consumer and Employee inquiries as needed.- While current volumes are predominately from phone, these are multi-channel contact centers and volumes from other channels are expected to increase (i.e., chat, text, email). The expected working hours for this role are 11:00 AM to 7:00 PM EST.

Primary Activities:

• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue.- Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases.
• Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires
• Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints
• Ensures the delivery of the desired customer experience for all customer/employee engagements
• May 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.
• May 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 for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence

Education Minimum Requirement:

• Bachelor's Degree (BA/BS)
• Healthcare Professional Degree (e.g. RN/BSN)

Required Experience and Skills ** :

• Healthcare experience or experience as a pharmaceutical Field Sales Representative
• Scientific Acumen
• Customer service/ experience
• Strong communication; written & verbal
• Ability to summarize clinical trial/scientific information
• Customer centric focus
• Attention to detail
• Good typing/computer skills
• Ability to understand scientific information contained in Prescribing Information for products
• Must pass certification upon the completion of training to demonstrate proficiency in role

Preferred Experience and Skills:

• Project Management

Required Skills:
Adaptability, Adaptability, Change Management, Clinical Trials, Communication, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience (CX), Customer Experience Design, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Customer Service Management, Detail-Oriented, Digital Marketing, Direct Marketing, Knowledge Base Management, Management Development, Market Development, Marketing, Marketing Campaign Development, Market Research, Pharmaceutical Sales, Product Management {+ 3 more}

Preferred Skills:

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.

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.--As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.- For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement•

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
$106,200.00 - $167,200.00

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 .

You can apply for this role through (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:
10%

Flexible Work Arrangements:
Remote

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
N/A

Job Posting End Date:
02/14/2026
*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: R382896