Merck
Senior Specialist, Project Manager - Customer Service Center
Merck, North Wales, Pennsylvania, United States
Senior Specialist, Project Manager – Customer Service Center (Merck)
Merck invites applications for the Senior Specialist, Project Manager – Customer Service Center role.
Job Description The Customer Service Center (CSC) team drives, manages, and implements remote two‑way customer service engagements across digital, email, chat, phone, and mail channels for all company products and information requests. The CSC Senior Specialist is a critical role with primary responsibility for executing the customer service engagement strategy across contact centers serving customers, consumers, and employees for the enterprise‑wide U.S. market, ensuring alignment with marketing, research, manufacturing, corporate, and commercial operations.
Primary Responsibilities
Collaborate with marketing, research, manufacturing, global communications, and other internal stakeholders to strategically apply capabilities and develop and execute contact center strategies to support business/customer objectives, marketing programs, product launches, label changes, and media/market events.
Manage development and execution of multi‑channel communications, workflow processes, and operating procedures to ensure effective contact center operations and consistent delivery of the desired customer experience.
Ensure company and regulatory compliance requirements are met, including review and approval processes.
Develop new hire and ongoing training materials covering product information, customer communications, SOPs, systems, new channel capabilities, customer experience, and adverse event and product quality reporting.
Collaborate with internal stakeholders to develop and execute process changes, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
Manage escalated customer requests to resolution, assessing interactions to continually enhance the customer experience and achieve operational excellence.
Monitor, analyze, and report customer insights with stakeholders, implementing innovative customer‑focused solutions and experience enhancements.
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, and 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.
Additional Information Current Employees apply HERE. Current Contingent Workers apply HERE.
Location and Work Model North Wales, PA. Hybrid work model: 3 days on‑site per week with Friday remote.
Salary range: $104,200.00 – $163,900.00.
Benefits
Comprehensive package of medical, dental, vision, and other insurance benefits (employee and family).
Retirement benefits including 401(k).
Paid holidays, vacation, compassionate and sick days.
EEO Statement Merck is an Equal Employment Opportunity Employer, providing equal opportunities for employment and prohibiting discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other 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 embrace diversity and an inclusive environment to foster innovation.
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Job Description The Customer Service Center (CSC) team drives, manages, and implements remote two‑way customer service engagements across digital, email, chat, phone, and mail channels for all company products and information requests. The CSC Senior Specialist is a critical role with primary responsibility for executing the customer service engagement strategy across contact centers serving customers, consumers, and employees for the enterprise‑wide U.S. market, ensuring alignment with marketing, research, manufacturing, corporate, and commercial operations.
Primary Responsibilities
Collaborate with marketing, research, manufacturing, global communications, and other internal stakeholders to strategically apply capabilities and develop and execute contact center strategies to support business/customer objectives, marketing programs, product launches, label changes, and media/market events.
Manage development and execution of multi‑channel communications, workflow processes, and operating procedures to ensure effective contact center operations and consistent delivery of the desired customer experience.
Ensure company and regulatory compliance requirements are met, including review and approval processes.
Develop new hire and ongoing training materials covering product information, customer communications, SOPs, systems, new channel capabilities, customer experience, and adverse event and product quality reporting.
Collaborate with internal stakeholders to develop and execute process changes, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
Manage escalated customer requests to resolution, assessing interactions to continually enhance the customer experience and achieve operational excellence.
Monitor, analyze, and report customer insights with stakeholders, implementing innovative customer‑focused solutions and experience enhancements.
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, and 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.
Additional Information Current Employees apply HERE. Current Contingent Workers apply HERE.
Location and Work Model North Wales, PA. Hybrid work model: 3 days on‑site per week with Friday remote.
Salary range: $104,200.00 – $163,900.00.
Benefits
Comprehensive package of medical, dental, vision, and other insurance benefits (employee and family).
Retirement benefits including 401(k).
Paid holidays, vacation, compassionate and sick days.
EEO Statement Merck is an Equal Employment Opportunity Employer, providing equal opportunities for employment and prohibiting discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other 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 embrace diversity and an inclusive environment to foster innovation.
#J-18808-Ljbffr