EyeBio
Senior Specialist, Project Manager - Customer Service Center
EyeBio, North Wales, Pennsylvania, United States
Job Description
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 ongoing training materials including 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, Customer Centric Focus, Customer Experience (CX), Detail-Oriented, Digital Marketing, Direct Marketing, IT Innovation, Manufacturing, Market Development, Marketing, Market Research, Operational Efficiency, Pharmaceutical Sales, Product Management
Preferred Skills Current Employees apply
Current Contingent Workers apply
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.
Equal Employment Opportunity 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.
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, with Friday designated as a remote-working day.
Salary Range $104,200.00 - $163,900.00
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.
How to Apply 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 Merck & Co., Inc., Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. 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.
Employee Status Regular
Relocation No relocation
VISA Sponsorship No
Travel Requirements No Travel Required
Flexible Work Arrangements Hybrid
Shift Not Indicated
Valid Driving License No
Hazardous Material(s) n/a
Job Posting End Date 01/23/2026
Posting Closes A job posting is effective until 11:59:59 PM 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.
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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 ongoing training materials including 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, Customer Centric Focus, Customer Experience (CX), Detail-Oriented, Digital Marketing, Direct Marketing, IT Innovation, Manufacturing, Market Development, Marketing, Market Research, Operational Efficiency, Pharmaceutical Sales, Product Management
Preferred Skills Current Employees apply
Current Contingent Workers apply
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.
Equal Employment Opportunity 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.
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, with Friday designated as a remote-working day.
Salary Range $104,200.00 - $163,900.00
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.
How to Apply 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 Merck & Co., Inc., Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. 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.
Employee Status Regular
Relocation No relocation
VISA Sponsorship No
Travel Requirements No Travel Required
Flexible Work Arrangements Hybrid
Shift Not Indicated
Valid Driving License No
Hazardous Material(s) n/a
Job Posting End Date 01/23/2026
Posting Closes A job posting is effective until 11:59:59 PM 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.
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