Job Description

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 the National Service Center, Field Service Center, Promotional Contact Center and the Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all 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 Contact Center Supervisor position is a critical role, which has primary responsibility for leading the development and execution of the customer service/care engagement strategy of the contact centers (e.g. National Service Center, Promotional Contact Center, Field Service Center). This role ensures the strategies of marketing, research, manufacturing, corporate and commercial operations are followed and demonstrated in our customer interactions. The role is accountable for motivating and managing contact center agents to ensure all KPIs are met and the desired Customer experience is achieved.

Primary responsibilities include:

• Monitor and evaluate agent performance

• Provide learning and coaching opportunities for agents

• Ensure company and regulatory compliance requirements are achieved

• Provide overall leadership in the assessment, analysis and resolution of escalated customer issues, and continually enhances customer interactions to deliver the desired customer experience and achieve operational excellence

• Collaborate with counterparts to ensure integrated operations and delivery of the desired customer experience

• Identify operational issues and development enhancement plans

• Monitor queues to ensure real time management of call volumes; adjusting staffing as needed to accommodate

• Analyze customer interaction data and create meaningful customer insight reports

• Manage and/or participate in internal and external pharmacovigilance and regulatory audits/inspections

Position Qualifications:

Education Minimum Requirement:

• High School Diploma/GED

Required Experience and Skills:

• 3 years in a Contact Center with a focus on customer experience

• Excellent communication; written, verbal & presentation skills

• Ability to optimize operations and champion change

• Strong interpersonal and effective collaboration skills

• Process oriented and attention to detail

• Understanding of regulatory environment and compliance

• Ability to coach, train, and motivate

Preferred Experience and Skills:

• Bachelor’s Degree (BA/BS)

• Experience working in or with a Pharmaceutical/Vaccine Customer Contact Center

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

MSJR

For positions located in the United States and Puerto Rico – Subject to applicable law, all new hires (including internal transfers) must demonstrate that they are fully vaccinated against COVID-19 or that they qualify for a medical or religious exemption to this vaccination requirement. New hires (including internal transfers) to a position that, as determined by the Company, requires routine collaboration with external stakeholders (such as roles in health services or customer-facing commercial or research-based roles) (“Customer-Facing Role”) who are not vaccinated must qualify for a medical or religious exemption and be in a position that the Company determines can accommodate unvaccinated employees without causing an undue burden to business operations. If, following dialog with the candidate as appropriate, it is determined that the candidate either a) does not qualify for a religious or medical exemption or, b) for candidates applying for Customer-Facing roles, it is determined that allowing the candidate to work without vaccination would cause an undue burden to the Company, the candidate will be ineligible for hire or transfer, or any offer of employment or transfer (if applicable) will be revoked. Please note that notwithstanding the approval of any reasonable accommodation, the Company reserves the right to monitor, modify, or revoke any such accommodation if it is determined, following dialog with the employee, that the accommodation is no longer effective or results in an undue burden to the Company.

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.

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

Requisition ID:R206551